Terms of Service – Customer Claim (Complaint) Procedure

1. General Conditions

This Customer Claim (Complaint) Submission and Examination Procedure of Cooplecnorte – Aquisição Crl (hereinafter the “Company”) (hereinafter the “Procedure”) establishes the process for acceptance, registration, and examination of customer claims (complaints) related to the services or goods provided by the Company, including contracts concluded with customers. It also defines the procedure for responding to customers and making decisions regarding such claims.

The purpose of this Procedure is to organize the customer claim management process in a fair, efficient, and transparent manner.

2. Definitions

2.1. Answer/Reply: A written response to the questions or requirements raised by the applicant.

2.2. Exceptional Case: An atypical situation regarding the Company’s goods, services, or contracts that requires additional documents and/or explanations, objectively investigated.

2.3. Customer: Any natural or legal person to whom the Company provides goods or services.

2.4. Applicant: The complainant regarding goods or services provided by the Company and/or contracts concluded with the Company, including their authorized representatives.

2.5. Claim (Complaint): A written communication submitted by the applicant indicating that their rights or legitimate interests related to the Company’s services or contracts have been infringed.

2.6. Claim Registration Log: A computer-based system for recording incoming customer claims.

2.7. Claim Management Process: Actions taken by the Company’s employees to handle, register, examine, and respond to claims. This process is separate from any litigation process.

3. Applicability

This Procedure does not apply if:

  • The Company is not responsible for the activities or services referenced in the claim.

  • The Company did not provide the goods or services involved.

Claims concerning the Company’s agents are investigated to ensure agents comply with this Procedure.

This Procedure is published on the Company’s website and is accessible to all customers and agents.

4. Submission of Claims (Complaints)

Claims can be submitted via email to: info@cooplecnorteaquisicaocrl.com

Claims may also be submitted in person by the customer or through an authorized representative.

Applicants must provide the following information when submitting a claim:

  1. Full name or company name

  2. Address

  3. Date of filing

  4. Description of the claim (rights or interests affected)

  5. Applicant’s requirements

  6. Supporting documents, if applicable

  7. Contact phone number or email

If a claim is submitted through a representative, proof of representation must be included.

Note: Claims with defamatory, insulting, or discriminatory content will not be processed.

5. Examination of Claims (Complaints)

All incoming claims are recorded in the Claim Log, including:

  • Applicant’s name or company name

  • Address

  • Date and method of receipt

  • Brief content of the claim

  • Type of goods or services involved

  • Date of reply

  • Final decision

A claim will not be accepted if:

  • It does not meet the submission requirements.

  • It is submitted later than 2 calendar days after delivery.

  • It contains incomplete or illegible information.

  • Defects are negligible (less than 1% of total goods/services).

  • Clear photos or video evidence are not provided.

  • No CMR or delivery damage proof is submitted.

All claims are examined in English and in accordance with the laws of Portugal.

Response Time:

  • Standard claims: within 7 business days of receipt and registration.

  • If additional information is required, the response period begins once the information is provided.

  • Exceptional cases: maximum 35 business days to final decision.

  • Urgent claims related to payments or potential serious harm are prioritized.

The Company provides the grounds for rejection if a claim is partially or fully denied and informs the applicant of available remedies. Decisions are sent via email or alternative methods specified in the claim and are considered received the next business day.

Repeated claims are only investigated if new circumstances arise.

6. Final Provisions

If a claim is validated and the Company is at fault, the Company assumes full responsibility, including refunds and product returns.

Applicants who feel their claim has been incorrectly evaluated have the right to refer the matter to the competent court with exclusive jurisdiction in Portugal.