Client's Ombudsman

This entity is attributed the mission of preserving and building Client trust and satisfaction.

The Jerónimo Martins Client Ombudsman was established in December 2005 for the universe of consumers visiting Group supermarkets and hypermarkets, representing a pioneering initiative in the Food Distribution sector in Portugal.

The Client's Ombudsman

The main function of the Client's Ombudsman is to defend and promote the rights, guarantees and legitimate interests of the Customers, ensuring that there is an efficient communication channel between Pingo Doce and its Customers.

The Client's Ombudsman is fully independent in exercising its activity, and is supported by a team of specialists. Pingo Doce continues to run a Customer Care Service to deal with suggestions, ideas, requests for information and complaints, which is completely separate to the Client's Ombudsman.
The Client's Ombudsman represents the Customers within the Company, guaranteeing that their "voice" is always heard and taken into consideration, and that their interests are looked after.

Complaints and issues put forward by Customers are dealt with by Pingo Doce through its Customer Care Services, to which the Client's Ombudsman will channel questions directly presented to it, possibly also adding its opinion.

The Client's Ombudsman is not restricted to analysis and providing opinions concerning complaints, and is open to receive all relevant issues put to it by Customers. As such, the Client's Ombudsman can encourage initiatives that contribute towards improving the service provided to Customers.

Who is the Client's Ombudsman?

Margarida M. Ramalho - Jerónimo Martins Client Ombudsman

Graduating in Business Management from the Catholic University of Portugal in 1990, she began her career at an American mass consumer goods company before joining the Jerónimo Martins Group at the end of 1995.

She has held, among others, the positions of Director of Pingo Doce and Feira Nova Private Brands (1998-2000), Director of Food and Frozen Food Sourcing (2001), Director of Retail and Cash&Carry Private Brands in Portugal (2002-2003) and, furthermore, Director of Development & Strategy at the Group Holding Company (2004-2008).

In 2009, she accepted the Board's invitation to take up the mandate of Jerónimo Martins Client Ombudsman for a three year term of office.

Throughout her career, she has represented the Jerónimo Martins Group at diverse national and international associations, including the following selected highlights:

Delegate, since 2004, to the Business Council for Sustainable Development - BCSD Portugal -, a member of the World Business Forum for Sustainable Development.

Connection Member, since 2004, of the Business Association for Innovation - COTEC Portugal -, part of the COTEC Europe network.

Representative, since 2010, to the Food Marketing Institute Forum of Consumer Affairs, Nutrition and Sustainability.

Representative, since 2010, to the Eurocommerce Forum of Consumer Affairs and Internal Market.

Margarida M. Ramalho holds well-founded knowledge on the management of mass consumer markets and the food retail sector in particular. She has also acquired in depth knowledge of the Jerónimo Martins Group and organisation businesses, which represents an important asset in the performance of her mandate.

Contacts

Jerónimo Martins Client Ombudsman

Phone Number:808 209 920
E-mail: provedoria@jeronimo-martins.pt (preferred channel for first contacts)
Address: Rua Actor António Silva, no. 7 1600-404 Lisbon

Questions should be submitted in as much detail as possible. Furthermore, please provide a telephone number and the best time for contact should it be necessary to obtain further clarification from you.
Should you wish to contact us by email, where the contact is successful, you will immediately receive a confirmation of delivery message.

Should you prefer to send a letter, please provide receipt of notification and write clearly.

Finally, you may phone on working days between 10am and 6pm and you will be attended personally whenever the Ombudsman line is not otherwise occupied. When not possible, your call will be put through to an automatic answering service where you can leave your message and contact details.