Complaints and dispute resolution

Write to us first

Email hello@bestsurf.pt with your booking reference and what happened. We reply within 2 working days and we aim to resolve the complaint within 15 working days. If a complaint is about the lesson itself, we contact the school with you.

Livro de Reclamações Eletrónico

Every business in Portugal must offer the national electronic complaints book. It is a government run form. You fill it in online and the complaint goes to the competent public authority as well as to us. You can use it in English.

Open the electronic complaints book

PLACEHOLDER: add the official Livro de Reclamações badge image here, and the direct link to our own entry, once the entity is registered.

Alternative dispute resolution

If we cannot agree, you can take the dispute to an alternative dispute resolution body free of charge or at low cost, instead of going to court.

PLACEHOLDER: name the competent alternative dispute resolution entity for our sector and our district, with its website, postal address, phone and email. To be confirmed once the entity is registered.

Data protection complaints

For anything about your personal data, email hello@bestsurf.pt. You can also complain to the Portuguese supervisory authority, the CNPD, at cnpd.pt.

Who is responsible for what

Best Surf takes the reservation deposit and arranges the booking. The surf school named on the page runs the lesson and holds its own licences and insurance. If your complaint is about the deposit or the booking, it is ours. If it is about the lesson, it is the school's, and we help you reach them.