The Ombudsman reinforces our commitment to maintaining fair, transparent, and responsible relationships with all our customers, employees, and suppliers. This channel serves as a complement to the communication channels already established by the various MC companies, which should always be the first point of contact.
The Omnbudsman and his role
Meet the Ombudsman
With a well-established career at the Sonae Group since 2001, holding key roles in the areas of internal audit and risk management, he holds a broad understanding of all MC businesses, providing him with the necessary skills to address the matters entrusted to him.
“I approach the role of Ombudsman with the sense of responsibility it demands, carrying out my mandate in an active, impartial, and independent manner, strengthening the close and trusting relationship between MC and all its stakeholders.”
What is the Ombudsman’s role?
The Ombudsman carries out his role in accordance with the principles of trust and integrity, grounded in independence and impartiality, equity, and legality.
The Ombudsman acts independently to review and ensure the proper handling of all requests for information, compliments, suggestions, and complaints from our customers, employees, suppliers, or third parties that have not been satisfactorily resolved through the usual service channels. It serves as a last appeal channel, focused on impartiality, ethics, and fairness.
Before contacting the Ombudsman, it is important that the sender attempts to resolve the matter through the appropriate service channels. If the response is unsatisfactory, or if no response is received within the established timeframe, the Ombudsman may then be contacted.
Know how to submit your Statement
PREPARE YOUR STATEMENT
Prepare your statement in an objective manner, based on concrete facts.
Make sure to provide your preferred contact details to ensure we can give you an answer.
SUBMIT YOUR STATEMENT
Access the Ombudsman’s form and provide all the requested information so we can offer you a clear and objective answer*.
If you have provided an email address in the registration form, you will receive a notification confirming that the submission was successful.
*If you have not yet contacted the specific service channels, we recommend doing so first, so that specialized and dedicated teams can assess and clarify the situation you wish to report.
REVIEW AND RESPONSE
Your statement will be reviewed using all means available to the Ombudsman, who will make recommendations and take decisions guided by ethics and law, in accordance with their Terms of Reference. The Ombudsman is committed in providing a response to the situation you have raised.
