{"id":836,"date":"2026-10-02T12:09:22","date_gmt":"2026-10-02T12:09:22","guid":{"rendered":"https:\/\/falconstars.co.uk\/?page_id=836"},"modified":"2026-10-03T08:44:11","modified_gmt":"2026-10-03T08:44:11","slug":"politica-de-reclamacoes-dos-clientes","status":"publish","type":"page","link":"https:\/\/falconstars.co.uk\/pt\/customer-complaints-policy\/","title":{"rendered":"Pol\u00edtica de Reclama\u00e7\u00f5es de Clientes"},"content":{"rendered":"
\n

Falcon Stars Group Ltd | FSG-POL-CC | Vers\u00e3o 1.0<\/strong>
Em vigor desde: 2 de outubro de 2026 | Pr\u00f3xima revis\u00e3o: 2 de outubro de 2027
Titular da pol\u00edtica: Diretor Executivo<\/p>\n

Visualizar \/ baixar a Pol\u00edtica de Reclama\u00e7\u00f5es de Clientes (PDF)<\/a><\/div>\n

A nossa abordagem<\/h2>\n

A Falcon Stars Group Ltd recebe feedback e trata as reclama\u00e7\u00f5es de forma justa, r\u00e1pida e respeitosa. Esta pol\u00edtica abrange preocupa\u00e7\u00f5es relacionadas aos nossos produtos, pedidos e servi\u00e7os. Ela aplica o nosso procedimento de controlo PR-007 para casos de sa\u00edda n\u00e3o conformes, reclama\u00e7\u00f5es e a\u00e7\u00f5es corretivas.<\/p>\n

Como apresentar reclama\u00e7\u00e3o<\/h2>\n

Envie um e-mail adnan@falconstars.co.uk com o seu nome, os seus dados de contacto preferidos, a refer\u00eancia da encomenda ou da factura, uma descri\u00e7\u00e3o do problema e o resultado que pretende obter. Se for relevante, inclua o nome e o lote do produto, a refer\u00eancia de rastreabilidade serial ou outra. Inclua fotografias ou documentos \u00fateis, mas evite enviar informa\u00e7\u00f5es pessoais ou sens\u00edveis do paciente desnecess\u00e1rias.<\/p>\n

Problemas urgentes com o produto<\/h2>\n

Informe-nos imediatamente se o problema envolver les\u00e3o corporal, defeito de seguran\u00e7a, produto falsificado, esterilidade ou recall. N\u00e3o espere pelo processo de reclama\u00e7\u00e3o rotineiro se houver risco \u00e0 sa\u00fade. Siga as instru\u00e7\u00f5es de seguran\u00e7a do fabricante aplic\u00e1veis e os procedimentos de notifica\u00e7\u00e3o cl\u00ednica e de incidentes da sua organiza\u00e7\u00e3o. O nosso e-mail de reclama\u00e7\u00f5es n\u00e3o \u00e9 um servi\u00e7o de aconselhamento de emerg\u00eancia ou cl\u00ednico.<\/p>\n

O que acontece depois<\/h2>\n

Acusaremos prontamente a rece\u00e7\u00e3o da reclama\u00e7\u00e3o, registaremos uma refer\u00eancia e avaliaremos a sua gravidade. Poderemos solicitar informa\u00e7\u00f5es adicionais e coordenar com o fabricante ou prestador relevante. Quando necess\u00e1rio, tomaremos medidas para conter o problema, como suspender o fornecimento afetado durante a investiga\u00e7\u00e3o. Explicaremos os pr\u00f3ximos passos e o prazo previsto para uma resposta, adequado \u00e0 natureza do problema, e comunicaremos quaisquer altera\u00e7\u00f5es.<\/p>\n

Resolu\u00e7\u00e3o e Revis\u00e3o<\/h2>\n

Comunicaremos os resultados e as a\u00e7\u00f5es propostas. Dependendo dos fatos, do contrato e dos direitos aplic\u00e1veis, isso pode envolver corre\u00e7\u00e3o, substitui\u00e7\u00e3o, devolu\u00e7\u00e3o ou outro recurso adequado. Se voc\u00ea continuar insatisfeito, responda com a refer\u00eancia da reclama\u00e7\u00e3o e os motivos e solicite uma revis\u00e3o pelo Diretor Executivo; se necess\u00e1rio, ser\u00e1 solicitada contribui\u00e7\u00e3o independente. Vamos explicar nossa posi\u00e7\u00e3o revisada e quaisquer etapas subsequentes relevantes. Nada nesta pol\u00edtica restringe direitos legais ou o acesso a uma via externa adequada.<\/p>\n

Aprendizagem e Registros<\/h2>\n

As informa\u00e7\u00f5es sobre reclama\u00e7\u00f5es ser\u00e3o tratadas de forma segura e compartilhadas apenas quando necess\u00e1rio para investigar, resolver ou cumprir obriga\u00e7\u00f5es legais. Registaremos as a\u00e7\u00f5es, verificaremos o cumprimento e analisaremos as tend\u00eancias, de modo que problemas recorrentes levem \u00e0 melhoria.<\/p>\n

Controle de Documentos<\/h2>\n

Procedimento controlado: PR-007 Resultados n\u00e3o conformes, reclama\u00e7\u00f5es e CAPA. Pol\u00edtica relacionada: Seguran\u00e7a e retirada de produtos do mercado.<\/p>\n

Revisto pelo menos anualmente e ap\u00f3s altera\u00e7\u00f5es significativas ou incidentes relevantes. Vers\u00e3o inicial: 1.0, 2 de outubro de 2026.<\/p>\n

Aprovado em nome da Falcon Stars Group Ltd<\/strong>
Adnan Aslam, Diretor Executivo
2 de outubro de 2026. A pol\u00edtica assinada est\u00e1 dispon\u00edvel no PDF acima.<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

Falcon Stars Group Ltd | FSG-POL-CC | Version 1.0Effective: 2 October 2026 | Next review: 2 October 2027Policy owner: Managing Director View \/ Download Customer Complaints Policy (PDF) Our Approach Falcon Stars Group Ltd welcomes feedback and will handle complaints fairly, promptly and respectfully. This policy covers concerns about our products, orders and services. It… Continue reading Pol\u00edtica de Reclama\u00e7\u00f5es de Clientes<\/span><\/a><\/p>","protected":false},"author":1,"featured_media":731,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"templates\/privacy-page.php","meta":{"inline_featured_image":false,"footnotes":""},"class_list":["post-836","page","type-page","status-publish","has-post-thumbnail","hentry","entry"],"yoast_head":"\nCustomer Complaints Policy - Falcon Stars<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/falconstars.co.uk\/pt\/politica-de-reclamacoes-dos-clientes\/\" \/>\n<meta property=\"og:locale\" content=\"pt_PT\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Complaints Policy - Falcon Stars\" \/>\n<meta property=\"og:description\" content=\"Falcon Stars Group Ltd | FSG-POL-CC | Version 1.0Effective: 2 October 2026 | Next review: 2 October 2027Policy owner: Managing Director View \/ Download Customer Complaints Policy (PDF) Our Approach Falcon Stars Group Ltd welcomes feedback and will handle complaints fairly, promptly and respectfully. 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