The Peculiar Gallery strives to provide members with the highest level of customer service and will endeavour to resolve complaints in a timely manner.

How to contact us

We aim to make it as easy as possible for you to bring issues to our attention, so we provide a range of methods by which you can make a complaint to us:

• telephone during business hours (+351) 933 422 917

• email info@peculiargallery.com

• mail Centro CristalPark, R. de Dom Manuel II 81/101 Loja 43 Piso-1, 4050-522 Porto, Portugal

What information to provide

To ensure that we can respond to your complaint quickly, please provide:

• your contact details

• details of the circumstances surrounding your complaint, in as much detail as possible

If you need assistance in describing or making a complaint, or if you just want to discuss your concerns informally before deciding whether to make a complaint, please feel free to contact us.

Timing

We encourage you to resolve any complaint at the earliest possible opportunity.

You should submit your complaint within one week of the incident. The Peculiar Gallery may (but is not required to) investigate complaints received after this time.

The length of time the Peculiar Gallery takes to resolve your complaint will depend on the nature and complexity of the issues you have raised and the extent of the inquiries we have to make in deciding how to address those issues.

Our aim is to resolve all complaints during your first contact.

As a guide, we have set the following time standards which we will aim to achieve in most cases:

• For complaints received via telephone, our representative will work with you to resolve the issue during your call.

• If the matter cannot be resolved immediately, we will endeavor to have the issue resolved within 10 business days.

• The maximum amount of time you can expect your complaint to be resolved is 20 business days from the time we receive your complaint. If you request, we can provide you with all decisions reached relating to your complaint in writing.

• If you indicate to us that you are satisfied with this response, or we do not hear from you within 30 business days of our response, we will consider the matter closed. If you are not satisfied with our response, we will reconsider it if you provide additional material to us, and we will then provide a further response within 20 business days.

We will do our best to keep you informed of progress as we examine your complaint and decide how to respond to it, especially if it looks like we won’t meet the time standards set out above.

You may also present a formal complaint in the Complaints Book. In Portugal every legitimate business must have one of these books. It is a physical book, A4 sized, and also available online.  The Livro de Reclamações ( Complaints Book ) allows any consumer and user to report in writing a dispute or claim taking place with a commercial establishment or service provider. The consumer can express his dissatisfaction with a product or service by mentioning his grievances in the pages of the book in question.

The business establishment then must transmit each page of the book to the competent authorities (the equivalent of the repression of fraud), which will judge the merits of the claims with sometimes significant consequences