Portugal
Spain
Italy
Greece
Grenada Citizenship by Investment
Our Commitment
At MovingTo, we believe transparency extends to how we handle problems — not just successes. If something goes wrong with your immigration case or you're unhappy with our service, you deserve a clear path to resolution.
How to Raise a Complaint
Step 1: Contact Your Case Manager
Most issues can be resolved quickly by speaking directly with your assigned case manager. Email them directly or use the Moving Hub messaging system. We aim to acknowledge all complaints within 2 business days and provide a substantive response within 5 business days.
Step 2: Escalate to Management
If your case manager cannot resolve the issue, or you prefer to escalate immediately, email complaints@movingto.com with:
- Your full name and case reference number
- A clear description of the issue
- What outcome you're seeking
- Any relevant documentation
A member of the management team will review your complaint and respond within 10 business days.
Step 3: External Escalation
If you remain dissatisfied after our internal process, you have options depending on the nature of your complaint:
Complaints About Legal Services
All lawyers working with MovingTo are registered with the Ordem dos Advogados (Portuguese Bar Association). If your complaint relates to legal advice or conduct by a named lawyer, you can file a complaint directly with the Bar:
- Ordem dos Advogados: portal.oa.pt
- The Bar has disciplinary authority over all registered lawyers
- Complaints can be filed in Portuguese or English
Complaints About Coordination Services
MovingTo is registered in Portugal. For disputes about our coordination services (not legal advice), you may contact:
- Livro de Reclamações (Complaints Book): All Portuguese businesses must provide access to the official complaints book. Request access via complaints@movingto.com
- Consumer Protection: consumidor.gov.pt
What We Cover vs. What Lawyers Cover
Understanding the distinction helps you direct complaints appropriately:
| MovingTo (Coordination) | Licensed Lawyers (Legal Services) |
|---|---|
| Project management and timeline tracking | Legal advice and strategy |
| Document collection and organization | Legal document drafting and review |
| Communication coordination | Representation before AIMA and authorities |
| Service provider introductions (banks, NIF, etc.) | Professional liability for legal outcomes |
| Platform access (Moving Hub) | Bar Association oversight and discipline |
Professional Indemnity Insurance
All lawyers working with MovingTo carry professional indemnity insurance as required by Portuguese law. This means:
- Clients are protected if a lawyer's negligence causes financial loss
- Coverage is mandatory for all practicing advogados in Portugal
- The Ordem dos Advogados verifies insurance status as part of annual registration
Response Time Commitments
| Stage | Acknowledgment | Substantive Response |
|---|---|---|
| Initial complaint to case manager | 2 business days | 5 business days |
| Escalation to management | 2 business days | 10 business days |
| Complex cases requiring investigation | 2 business days | 20 business days (with interim update) |
What Happens Next
After investigating your complaint, we will:
- Explain what went wrong (if applicable)
- Apologize where appropriate
- Outline steps to prevent recurrence
- Offer a remedy where warranted (which may include partial refunds, service credits, or other appropriate compensation)
Contact
Email: complaints@movingto.com
Response time: 2 business days acknowledgment
Last updated: February 2026
