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If you searched for Condoroo complaints, you want to know two things: whether there are problems with the service and how they are handled when they arise. No management company with hundreds of buildings is free of complaints. A complaint that is handled well is worth more than a page with no criticism. In this article we explain what the DECO PROteste Condominium seal requires (we have renewed it for the third year in a row), what was checked during the certification process and where you can file and follow a complaint.
In short
- Condoroo holds the DECO PROteste Condominium Approved Service seal for the third year in a row.
- Licence DP.202603.SA.0046 is valid until 30 March 2027.
- The seal requires a positive assessment in management practices, reliability, transparency and customer satisfaction.
- You can complain in the Complaints Book (Livro de Reclamações) and on Portal da Queixa.
- On 26 October 2026, Portal da Queixa showed 6 complaints, all resolved.
What the DECO PROteste Condominium seal is
«O selo ‘Serviço Aprovado DECO PROteste Condomínio’ é uma certificação exclusiva destinada a empresas que prestam serviços a condomínios, nomeadamente empresas de gestão e outros prestadores especializados. Para receber este selo, as empresas devem obter uma avaliação positiva em todos os critérios definidos, que abrangem práticas de gestão, fiabilidade, transparência e os níveis de satisfação dos seus clientes.» — DECO PROteste, Approved Service DP Condominium
In plain English: the seal is a certification for companies that provide services to condominiums, such as management companies. To receive it, a company must be assessed positively on every criterion: management practices, reliability, transparency and customer satisfaction.
The seal is only awarded to companies with a positive assessment on every criterion, not just on average. On the seal page you can see which companies hold it and how long each licence is valid.
What the criteria mean for owners
Each of the seal’s four criteria has a practical meaning in the daily life of a building:
- Management practices: meetings called on time, complete minutes, budgets approved and carried out.
- Reliability: what was promised happens, from the scheduled inspection to the works that are followed up.
- Transparency: accounts that can be read, a bank account in the condominium’s name, accessible documents.
- Customer satisfaction: the opinion of the people who live in the buildings managed.
DECO PROteste sums up the aim like this:
«Esta certificação garante aos condomínios a qualidade do serviço prestado, assegurando que o fornecedor atua com competência, ética e transparência.» — DECO PROteste, Approved Service DP Condominium
In plain English: the certification assures condominiums of the quality of the service, making sure the supplier acts with competence, ethics and transparency. A seal does not replace your own checks. It is a starting point for the questions you should ask, not the end of the conversation.
Condoroo's licence
Licence DP.202603.SA.0046 was published on 30 March 2026 and is valid until 30 March 2027. This is the third year in a row that Condoroo has received the seal. You can confirm it on the licence page.
What was checked
| DECO PROteste seal criterion | What you can ask your management company for |
|---|---|
| Management practices | Minutes, budgets and accounts presented within the legal deadlines |
| Reliability | A written contract, civil liability insurance and the policy available to consult |
| Transparency | Owners’ access to the accounts, bank statements and building documents |
| Customer satisfaction | Where to read reviews and how complaints are handled |
As part of the DECO PROteste assessment for the seal, our processes were audited by Bureau Veritas Portugal. According to DECO PROteste, seal licences are managed by Bureau Veritas, which carries out periodic checks; the seal criteria are on the seal page.
Where you can complain
If something goes wrong, there are several routes:
- Talk to the building’s manager, who has access to the history and can resolve many cases straight away.
- Appeal to the general meeting, if you disagree with something the administrator did.
- Use the Complaints Book, on paper or on the official portal.
- File the complaint on Portal da Queixa, where the company’s reply is public.
«Dos actos do administrador cabe recurso para a assembleia, a qual pode neste caso ser convocada pelo condómino recorrente.» — Civil Code, article 1438
In plain English: an owner can appeal against the administrator’s acts to the general meeting, and can call that meeting themselves.
A complaint or a decision of the meeting?
Before complaining, it is worth separating a problem with the service from a decision of the building. If the management did not reply to a request, did not send the notice of meeting on time or did not present the accounts, the complaint is about the service. If the problem is works that the meeting decided to postpone or an extraordinary charge that was approved, the matter belongs to the meeting. The route is to ask for the item to go back on the agenda or, in the cases provided for by law, to challenge the decision. See how in our guide to challenging a condominium decision.
Complaints on Portal da Queixa
On 26 October 2026, Condoroo’s page on Portal da Queixa showed 6 complaints, all resolved, and a Satisfaction Index of 73.8, rated «Ótimo» (excellent). The average rating was 40%, which reminds us that resolving a case does not always mean the person who complained is satisfied. The index covers the last 12 months and is only given to brands with at least five complaints.
How we handle a complaint
- Recording: the complaint goes into the building’s file, with the date and the person responsible.
- Review: the manager and the coordination team review the history and the documents.
- Reply: we explain in writing what happened and what we are going to do.
- Improvement: when a complaint reveals a process failure, we change the way we work.
When the complaint concerns a decision of the general meeting, we explain the decision and how it can be reviewed.
Why insurance matters
We have professional liability insurance of €500,000, which covers damage caused by management errors. The draft regulation of the sector, still going through the legislative process, would make this insurance compulsory for companies, according to CNN Portugal.
What to check with any management company
- Does the seal exist, and is it still valid?
- Does the company have a Complaints Book, and does it reply to complaints?
- What is its record on Portal da Queixa?
- Is the professional liability policy in force?
- Is the condominium’s bank account in the condominium’s name?
See also the mistakes to avoid when choosing a condominium company and our article on DECO certification in the sector.
How Condoroo helps
Condoroo manages more than 600 condominiums, including buildings with more than 300 units, with a team of more than 20 professionals. We carry out more than 35 inspection visits a day, around 700 a month, and hold meetings in person. In September 2026 we were Brand of the Month (Marca do Mês) on Portal da Queixa, and each building’s bank account is in the condominium’s name. Plans start from €6.50 per unit per month. If you have a complaint, talk to your manager or use the official channels above.
Condoroo, complaints and the DECO seal: frequently asked questions
Does Condoroo hold the DECO PROteste seal?
Yes, the DECO PROteste Condominium Approved Service seal, for the third year in a row.
How long is the licence valid?
Licence DP.202603.SA.0046 is valid until 30 March 2027.
What does the DECO seal assess?
Management practices, reliability, transparency and customer satisfaction levels.
How many complaints does Condoroo have on Portal da Queixa?
On 26 October 2026, 6 complaints, all resolved.
Where can I complain about Condoroo?
To your manager, at the general meeting, in the Complaints Book or on Portal da Queixa.
What is the aim of the DECO seal?
According to DECO PROteste, to assure condominiums of the quality of the service, making sure the supplier acts with competence, ethics and transparency.
This article is for information only. Legislation and websites checked on 26 October 2026.
