DoLado.pt
How it works

From problem to complaint sent, step by step.

DoLado prepares your complaint with the law on your side. You receive the text first, and we only submit it to the Complaints Book (Livro de Reclamações) with your explicit authorisation.

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A case handled by DoLado
Example

  1. Case received

    We receive your description and documents.

  2. Review

    We look at your situation.

  3. Text prepared

    We show you the text for approval.

  4. Approval

    We only send it with your authorisation.

  5. Complaint sent

    The proof of submission is kept in your case.

  6. Follow-up

    We follow the process with you.

Step by step

What happens at each step.

At each step, we show who acts: you or DoLado.

  1. 1
    Your step

    Tell us what happened

    Describe the problem and attach your bill or contract. No endless forms — guided questions, one at a time.

  2. 2
    DoLado

    We assess the merits of your case

    We check whether there are legal grounds and identify the legislation that applies to your sector.

  3. 3
    DoLado

    We prepare the complaint

    A formal complaint, citing the applicable law and with a clear request. We show you the text we intend to submit to the Complaints Book before anything is sent.

  4. 4
    Your step

    Review and authorise sending

    Read the text at your own pace and explicitly confirm whether you authorise it to be sent. Without your confirmation, nothing is sent.

  5. 5
    DoLado

    We submit it to the Complaints Book

    Only after your authorisation do we submit the complaint to the Complaints Book on your behalf — this is the only stage where we act directly for you.

  6. 6
    DoLado

    We track the response deadline

    Telecoms: 15 working days without a substantive response. Energy and water follow each sector's own regulatory deadlines.

  7. DoLado

    We follow it to the end

    We follow the next steps and any escalation until there is an outcome — a correction, a refund or a formal response from the company.

With your authorisation

We only act on your behalf when you authorise it.

In steps 1 to 4, we only organise the facts and cite the law — we never decide your legal strategy. Submitting the complaint to the Complaints Book (step 5) is the only action we take directly on your behalf, and only with your explicit authorisation.

Frequently asked questions

Before and after sending.

See all questions

Ready to start?

Tell us what happened. You receive the complaint text before anything is sent.