Last updated: June 2026

Most concerns can be resolved quickly through direct communication. We encourage clients to contact us first so we can work together towards a solution.

Our Commitment

At OPULOR, we are committed to providing a professional, transparent and client-focused service.

If you are dissatisfied with any aspect of our service, we encourage you to let us know so that we have the opportunity to investigate and resolve the matter promptly and fairly.

How to Make a Complaint

Complaints should be submitted in writing and include:

• Your full name

• Contact details

• Property address (if applicable)

• Details of the complaint

• Any relevant supporting information or documentation

• The outcome you are seeking

Please send complaints to:

Email: info@opulorestates.com

Or by post to:

FORTUNE & LEGACY – UNIPESSOAL LDA
Rua das Dálias, nº 14
2705-296 Colares
Sintra
Portugal

Our Complaint Handling Process

Step 1 – Acknowledgement

We will acknowledge receipt of your complaint within 5 working days.

Step 2 – Investigation

We will review the information provided and investigate the matter internally.

Where necessary, we may contact you for additional information or clarification.

Step 3 – Response

We aim to provide a full written response within 15 working days of receiving all relevant information.

If additional time is required, we will keep you informed of progress.

If You Remain Dissatisfied

If we are unable to resolve the matter to your satisfaction, you may have the right to refer your complaint to the appropriate regulatory or consumer dispute resolution body.

Information regarding alternative dispute resolution and consumer rights in Portugal can be obtained from:

The Portuguese Consumer Directorate (Direção-Geral do Consumidor)

The Consumer Information and Arbitration Centres (Centros de Arbitragem de Conflitos de Consumo)

Complaints Book

In accordance with Portuguese legislation, complaints may also be submitted through the official Electronic Complaints Book.

Livro de Reclamações Electrónico⁠

Continuous Improvement

We value feedback and use complaints constructively to improve our services, processes and client experience.