FAQ

Sonae Ombudsperson manages any compliment, information request, suggestion or complaint addressed to the companies for which it provides this service.
You may check here the different ways to contact Sonae Ombudsperson here.
According to the defined deadlines, an answer must be given within a maximum period of 30 days. This period may be exceptionally extended, in cases of extreme complexity.
The answer is given by the business to which the request relates, and the process is monitored by the Sonae Ombudsperson.
Yes. If you ask a third party, they can send the request to Sonae Ombudsperson. The reply will always be sent to the original sender due to confidentiality duties we are obliged to.
Yes. Anonymous, unfounded requests, as well as those revealing bad-faith or making use of improper vocabulary will not be considered by Sonae Ombudsperson.
No. The claimant does not have to pay for anything concerning their process.
No. Clients, employees or suppliers are not forbidden from contacting any competent judicial means, courts or any other extrajudicial resolution means.
We are available to make the desired changes to your request, as well as to clarify doubts regarding the submitted process, through the phone number provided on this page. 
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