Complaints and Claims

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Complaints and Claims

Complaints and Claims Policy

Below is the Complaints and Claims Policy of Madepal SAS, designed to ensure efficient and transparent service for our customers and stakeholders.

1. OBJECTIVE

To establish guidelines for the receipt, management, and resolution of complaints and claims related to the products and services offered by Madepal SAS, ensuring fair, timely, and effective handling.

2. SCOPE

This policy applies to all customers, suppliers, and stakeholders who wish to submit a complaint or claim regarding Madepal SAS products and services, as well as to all employees responsible for their management and resolution.

3. DEFINITIONS

  • Complaint: A customer or user’s expression of dissatisfaction with the service received.
  • Claim: A request submitted by a customer or user to correct a situation they consider irregular or a failure to deliver what was promised.

4. RECEIPT CHANNELS

Madepal SAS provides the following channels for receiving complaints and claims:

  • Email: [email protected]
  • WhatsApp: +57 316 131 0000
  • Website: madepal.com (PQRS Form)
  • In-person service at our offices: Cra. 4 #2-02, Palmaseca, Recta Cali-Palmira, 763537 VC, Colombia.

5. COMPLAINTS AND CLAIMS HANDLING PROCEDURE

  1. Receipt: The complaint or claim will be recorded in our system, and a tracking number will be assigned.
  2. Evaluation: The request will be analyzed, and the provided information will be verified.
  3. Investigation: Necessary actions will be taken to resolve the issue, including consultations with relevant departments.
  4. Response: Madepal SAS will provide a response within a maximum of 15 business days, informing the customer of the adopted solution or the current status of the process.
  5. Follow-up and Closure: The effectiveness of the implemented solution will be verified, and the case will be closed in our system.

6. GUIDING PRINCIPLES

  • Transparency: Providing clear and accessible information about the status of complaints and claims.
  • Efficiency: Resolving complaints and claims as quickly as possible.
  • Impartiality: Evaluating each case fairly and objectively.
  • Confidentiality: Protecting personal data and information provided by customers.

7. RESPONSIBILITY

Madepal SAS employees are responsible for ensuring compliance with this policy, providing adequate customer service, and continuously improving the complaints and claims management process.

8. FINAL PROVISIONS

This policy takes effect on February 27, 2025, and will be periodically reviewed to ensure its effectiveness and compliance with current Colombian regulations.

For more information, visit our website madepal.com or contact us through the listed communication channels.

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