At Rauva, we are committed to providing excellent customer service. This includes addressing any complaints promptly and effectively. Our customer complaints management process follows clear steps to ensure that all matters are handled in a fair and efficient manner.
1. Complaint Submission
All customers can submit their complaints directly to Rauva via email (complaints@rauva.com).
We encourage all customers to provide detailed information about their complaint, including any supporting documents or evidence. This will help us understand the issue better and work efficiently towards a resolution.
As a minimum, customers must provide the following information:
- Name, NIF and mobile number;
- Reason for the complaint, including a detailed description of the facts, dates and times, as well as the names of those involved;
- Impact of the complaint on the customer (where relevant).
2. Complaint Acknowledgement
Upon receiving a complaint, we will acknowledge it within 2 working days and provide the complainant with a reference number. This reference number will be used for all further communication regarding the complaint.
3. Complaint Investigation
Our team will thoroughly investigate the complaint, gathering all necessary information and evidence. We may reach out to the customer for additional details or clarification during this process. We strive to complete the investigation within 5 working days, although complex cases may require more time. Should a complex complaint require longer than 5 working days to resolve, we will notify customers accordingly.
4. Resolution and Communication
Once the investigation is complete, we will provide the customer with a resolution. If we uphold a complaint, this may include remedial actions, compensations, or any other appropriate measures to address the complaint. We will always communicate the resolution to the customer in a clear manner.
5. Disputes
If a consumer disagrees with our response to a complaint, they are entitled by law to refer their case to an Alternative Dispute Resolution Entity. For more information please check: www.consumidor.pt
6. Continuous Improvement
We value customer feedback and consider it as an opportunity to improve our products and services. We will analyze the root causes of complaints and take necessary actions to prevent similar issues from occurring in the future. Regular reviews will be conducted to identify any systemic issues and implement appropriate corrective measures.
7. Confidentiality and Privacy
We treat all customer complaints with strict confidentiality and adhere to relevant data protection and privacy laws.
We are committed to maintaining a high level of customer satisfaction and ensuring that all complaints are handled fairly and promptly. Your feedback is important to us, and we appreciate your trust in Rauva.
Livro de Reclamações Eletrónico
Customers who are consumers can also submit complaints using the Livro de Reclamações Eletrónico available at www.livroreclamacoes.pt
