At Iberia VIP Tours and Transfers, we are committed to providing a high-quality transport service. If something does not meet your expectations, we encourage you to share your feedback, it helps us improve and maintain high standards.

How to Submit a Complaint

If you wish to file a complaint, please contact us with full details via email, phone, or WhatsApp. We will review your case carefully and respond as promptly as possible.

In accordance with Portuguese consumer protection law, we have up to 15 working days to respond to your complaint.

Complaint Handling Procedure

1. Acknowledgement You will receive confirmation of your complaint within three working days, along with a copy of this procedure.

2. Internal Review Your complaint will be reviewed by a company director, who will examine the relevant service records and speak with the staff involved.

3. Resolution Contact We will contact you, preferably by phone, within 10 working days to discuss the issue and propose a resolution.

4. Written Confirmation Within three working days of the call, we will send you a written summary of the discussion and any agreed solutions.

5. Alternative Written Response If a phone call is not possible or preferred, we will send you a detailed written reply within 15 working days, including our proposed resolution.

6. External Complaint Option If you are not satisfied with our response, you may escalate your complaint to the relevant regulatory authority or alternative dispute resolution entity.

Complaints Book

In compliance with Portuguese law, we provide access to the Electronic Complaints Book, available at:

🔗 www.livroreclamacoes.pt

Contact Details

· Phone/Whatsapp: (+351) 934 266 371

· Email: in**@************rs.com

· Address: Praceta da Lagarteira 52, 4410-273 Vila Nova de Gaia, Portugal