How to Appeal

If you have already reported your situation to the store’s team or Customer Support Service and if you consider that the outcome didn’t meet your expectations, you can appeal to the Customer Ombudsman Office.

Description and Steps of the Reporting Process

Draft your report

To ensure you receive the best clarification, you must make sure that:

  • All information and documents related to your report are presented clearly, fully and objectively.
  • You indicate your preferred means of contact so that we can establish an open line of communication with you to request information and provide clarification.

 

If the situation reported was not previously assessed or responded to by the store and Customer Support Service, the Customer Ombudsman Office reserves the right to forward your report for analysis and response by the respective service.

Report your situation

To report your situation to the Customer Ombudsman Office, you should fill in the form available on the Report your situation page or using any of the other means of contact.

When reporting your situation online, we will ask you for information that will help us better understand your situation, in particular, the country and Company it is related to, if the situation was previously assessed by the Customer Support Service, the typology which best characterizes it (complaint, request for information, suggestion or compliment), as well as a detailed description.

Assessment and Response

After submitting your report to the Customer Ombudsman Office via this website, you will immediately receive a message confirming receipt. A reference number will be assigned automatically to your process, which you should save and use whenever you contact the Customer Ombudsman Office.

Your report will be analysed by the Customer Ombudsman Office and, based on the type of and content of the situation reported and its level of severity, it may be forwarded for management by the Companies’ Customer Support Services or be directly managed by us.

Customers will always be notified of which service will be handling their process, by email or telephone.

When processes are managed directly by us, you will be contacted by one of our team members, who will be responsible for your process, handling all interim contacts up to the final clarification.

For other contacts that are not within our mission and scope of activity, we recommend consulting the Frequent Questions area.

Status of your Process

To find out the status of your process or to send additional information, you can contact the Customer Ombudsman Office through its customer service line or ask to be contacted:

Contact the Customer Ombudsman Office

Find out the status of your process through one of our service channels.

See how to contact us

Ask to be contacted

Leave your contact details and we’ll get back to you.

Contact form

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