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POLICY MANAGEMENT PQRS

CAFORE ABOGADOS S. A. S. Legal Representative: Fabio Hernando Castro Forero

  1. Objective and Scope

This policy aims to set the procedure institutional Cafore Abogados S. A. S. for the reception, processing, and resolution of Requests, Complaints, Claims and Suggestions (PQRS) submitted by our customers and partners. Our goal is to ensure excellence in the delivery of our legal services, protect the trust relationship attorney-client and ensure the fulfillment of our mandate under the highest ethical standards.

  1. Key definitions: The difference between Complaint and Claim

To ensure a correct classification and treatment, in Cafore Abogados S. A. S. we understand the PQRS as follows:

  • Request (P): It is the formal request by which a client requires specific information. In the scope of our firm, understands the request for copies of records, reports of the update process, breakdown of the costs or return of the documents.
  • Complaint (Q) – Associated with the Conduct or Treatment: It is the manifestation of dissatisfaction with respect to the attitude, behavior, or attention provided by any member of the firm (lawyers, assistants, or administrative staff). Examples: Lack of respect in the communication, unreasonable delays in answering an email, or poor attention by the team.
  • Claim (R) – Associated with the Legal Service Contract or: It is the manifestation of dissatisfaction in front of the quality, scope or execution of the legal service hired. Refers to alleged breaches of our obligations to you. Examples: Dissatisfaction with the legal strategy applied, errors in the drafting of a legal document, discrepancies in billing, or violation of the terms agreed upon in the contract for the provision of services.
  • Suggestion (S): Proposal submitted by the customer for the purpose of improving our internal processes or dynamics of attention of the signature.
  1. Channel Sole and Exclusive Reception

To ensure traceability, confidentiality and the documentary record in writing of all requests, Cafore Abogados S. A. S. it has provided a single channel and exclusive to the filing of PQRS:

Note: The firm will not be processed PQRS so verbal, telephone or through the delivery of physical documents not requested, unless they are issued and filed through the e-mail mentioned above.

  1. Standard turnaround times

All PQRS received through the official channel will be processed in compliance with the following maximum periods, counted from the next business day following its receipt:

  • Requests for information or copies of documents: Up to ten (10) business days.
  • Complaints (about the service/conduct) and Complaints (about the service/contract): Up to fifteen (15) days, the time needed to perform the internal review of the record, audit, communications and cross-evaluate the case with the area in-charge.
  1. Internal procedure Management
  1. Receipt and Acknowledgement of Receipt: The Secretariat of the firm receives the mail, tracking number assigned internal and sends an acknowledgement to the sender within the first 48 hours.
  2. Classification and Scaling: The application is evaluated initially to determine if it corresponds to a matter of conduct (Complaint) or substantive legal/contractual (Claim). It immediately notifies the lead attorney in the case.
  3. Audit and Analysis: In the case of Claims serious, Legal Direction —under the supervision of the Legal Representative, Dr. Fabio Hernando Castro Forero— will review the contract of mandate, procedural steps, and deliverables relevant to issue an objective judgment.
  4. Response of Fund: Shall be an institutional response, substantiated and documented. In cases involving the liability of the firm or critical issues of the service, the answer must have the approval and/or signature of the Legal Representative.
  5. Closure: Sending the resolution to the customer's e-mail and file insurance in the digital file corresponding.
  1. Confidentiality and Professional Secrecy

All information contained on the PQRS handled by Cafore Abogados S. A. S. it is strictly protected by the professional secrecy of the lawyer and the current regulations on Personal Data Protection (Law 1581 of 2012). The details of the cases, legal strategies, and data of the parties involved will be handled with strict confidence and used solely to provide a solution to the submitted application.