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FAQ

Can my request be made by a third party?
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.
Does my request to an intervention from the Ombudsperson prevent me from contacting other entities?
No. Clients, employees or suppliers are not forbidden from contacting any competent judicial means, courts or any other extrajudicial resolution means.
Does the complaint process to the Ombudsperson have any costs for the claimant?
No. The claimant does not have to pay for anything concerning their process.
How long does it take to receive a reply?
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.
I got something wrong submitting my request and wish to change my request or intend to check on the state of my process. How can I do it?
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. 
What topics can be submitted to Sonae Ombudsperson?
Sonae Ombudsperson manages any compliment, information request, suggestion or complaint addressed to the companies for which it provides this service.