Complaints

Matriculix is the tool and guide that prepares and runs the legalisation of an EU-origin car in Portugal; the partner lawyer is your appointed representative. We take responsibility for the work we do under your procuração. If something we’ve done is wrong, late, or unclear, please tell us — and if we got it wrong, we’ll put it right.

How to raise a complaint

The fastest route is email: [email protected]. If you prefer, you can also use the contact form. Include:

• Your case reference, if you have one.
• What specifically went wrong or is causing concern.
• If relevant, evidence (screenshots, documents, your own records).
• Your preferred way for us to reply.

What we aim to do, and when

• Acknowledge within 48 hours. Every complaint receives an acknowledgement with a reference number within two business days of being received.
• First substantive response within 5 business days. We’ll tell you what we’re doing — investigating, correcting a filing, or explaining why we don’t think a change is needed.
• Resolution within 14 calendar days. This is a target, not a guarantee. Where a step depends on AT, IMT, IRN or AIMA, those timelines are outside our control — we’ll keep you updated and chase on your behalf.

Correcting your data

If any information we hold about you or your vehicle is wrong, email [email protected] and we’ll correct it. You can review most of your case details in your account. See our privacy policy for the full list of rights and how to exercise them.

If you’re not satisfied

If we don’t resolve your complaint within 14 days, or you’re not satisfied with our response, you can escalate:

• Consumer disputes: file via the Portuguese Livro de Reclamações Eletrónico, or contact your regional Centro de Arbitragem de Conflitos de Consumo.
• Data-protection or privacy issues: contact the Portuguese data protection authority, CNPD.

We publish changes to this process here. If you would prefer a copy of this policy by email, write to [email protected].