At Castilho Collections, we are committed to providing excellent service and value the opinions of our customers, partners, and other users. Whenever your expectations are not met, we offer a transparent, accessible, and impartial complaints process that allows us to review each situation with the care and attention it deserves.
This document clearly explains how you can file a complaint, the methods available for doing so, how the review process will be conducted, and the expected response times. Our goal is to ensure that all complaints are handled fairly, promptly, and in accordance with applicable law.
We ask that you carefully read our Complaints Policy to learn about the procedures we follow and how we handle each case.
We invite you to review our Complaints Policy in detail.
In the operations and services performed by Castilho International Legal Corporation’s employees, methodologies are always used that ensure the best possible way to follow their clients’ instructions. Having a Complaints Policy in place enhances the firm’s credibility. By enabling the firm to evaluate any complaints, expressions of dissatisfaction, or suggestions received from clients, it helps restore client satisfaction, quality, and reputation, and mitigates reputational risk.
A Complaints Policy should make it possible to assess the validity of the complainant’s claim and the company’s response, and to identify operational errors, process issues, or problems with the design of products or services, in order to evaluate opportunities for continuous improvement.
A. Clients of Castilho International Legal Corporation have the unrestricted right to file complaints regarding the conduct of its employees. Castilho International Legal Corporation will also accept expressions of dissatisfaction or suggestions for improvement, which will be given the same consideration as any complaint.
B. Complaints (or expressions of dissatisfaction or suggestions) may be submitted to the company through any standard channel, without any formal requirements and at no cost.
C. Castilho International Legal Corporation must widely publicize the channels available for filing complaints, specifically in service contracts, on its website, and, as required by law, at its physical locations, identifying the supervisory bodies to which complaints will be reported, namely the Portuguese Bar Association, the Spanish Bar Council, and the use of the Complaints Book.
D. Castilho International Legal Corporation must respond to all complaints within 30 days, using simple and clear language that is easy for clients to understand, and via any form of written communication addressed to the complainant (by mail or email, if the complainant has provided an email address). During the period between the submission of the complaint and the issuance of the response, Castilho International Legal Corporation must communicate with the client to confirm receipt and provide an update on the status of the complaint. In complex situations where it is not possible to meet the above deadline, Castilho International Legal Corporation will send the client an update explaining the delay in the response.
E. Castilho International Legal Corporation will ensure that the review and response to complaints received are kept separate from the areas or issues addressed in a complaint, striving to handle complaints in a manner that is independent of the subject matter of the complaint and that is transparent, objective, and balanced.
Complaints from clients and non-clients may be submitted to Castilho International Legal Corporation through the following channels:
By email: info@castilholegalcorp.com
By mail: Tavares Castilho, Rodrigues & Associates, Law Firm, SP RL
– Lisbon: Avenida da Liberdade 129-B, 1250-140 Lisbon
– Aveiro: 55 Av. Dr. Lourenço Peixinho, 3rd–4th floors, 3800-165 Aveiro
– Madrid: Calle de Velásquez, No. 10, 1st floor, ZIP Code 28001, Madrid
By phone:
– Lisbon: (+351) 213 261 593
– Aveiro: (+351) 234 482 214
– Madrid: (+34) 911 310 612
In person:With the administrative assistant or by using the Complaints Book, during business hours
Through a consumer dispute mediator
Through a direct, non-preclusive appeal to the Regulatory Authority, the Bar Association, or the Spanish Bar Council.
When submitting a complaint, the customer can view a copy of this Policy and get a clear understanding of the mechanisms available to them and the subsequent process.
For each complaint, the company will conduct an assessment to identify possible causes, evaluate potential damages, and determine whether corrective measures and compensation for damages are necessary.
The company's position regarding each case will be formally communicated to the complainant.
Each complaint and decision constitutes a case file, which will be maintained and made available to the supervisory authorities for the periods prescribed by law.
Castilho International Legal Corporation maintains a record of all complaints received, along with the corresponding response provided, or—if the response is pending—an indication of the status of the case. This record will be retained for the period prescribed by law.
The Compliance Department works daily with the representatives at Castilho International Legal Corporation responsible for handling complaints to monitor the complaints being received, as well as the analysis, processing, and responses to them.
Each year, based on information received by the Compliance Department, a report is prepared on the implementation and effectiveness of the overall control framework for investment services and activities, on the risks identified, and on the handling of complaints, as well as on the corrective measures taken or to be taken; this report is subsequently submitted to management for approval.
Based on the report, Castilho International Legal Corporation will make the appropriate adjustments to its internal organization and complaint-handling process, updating and reviewing this Complaints Policy at least once a year.
The principles of the Complaints Policy and the Internal Regulations on the handling of complaints are approved and reviewed annually by the Executive Board.
In the event of a consumer dispute, the Customer may seek recourse from:
CAL– Center for Arbitration of Civil, Commercial, and Administrative Disputes of the Bar Association.
