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Checking the status of a complaint

On this page, you can check the status of your complaint process.

The following complaints are available for consultation:

  • Filed in the complaints book of the institution concerned – after the 15-day period that the entity being complained of has to send the original complaint sheet to Banco de Portugal;

  • Filed in the e-platform ‘Livro de Reclamações’ – immediately after its submission to the platform;

  • Sent directly to Banco de Portugal (form, letter, fax or e-mail) – two working days after filing the complaint via the form.

To check the status of your complaint, you must enter the access codes according to the type of complaint you have submitted:

 

Type of complaint Complaint reference Number of identity document
Physical complaints book

Sheet number of the complaints book (for instance, 0745376)

 Identity Card (Bilhete de identidade or Cartão de cidadão), Passport, Tax Identification Number or Legal Person Identification Number
e-platform 'Livro de Reclamações' Sheet number of the complaints book (for instance, ROR00000000000394002)
Complaint sent directly to Banco de Portugal

Complaint reference (for instance, RCO/2009/000001 or PCB-RCO.70.730)

After filling in the three required fields, you get the status of your complaint. The statuses are as follows:

  • Complaint recorded (Reclamação registada) and respective date – this means that the complaint was filed with Banco de Portugal and was entered in the complaints database on the date indicated.

  • Institution complained of was queried (Questionada a instituição reclamada) and respective date – this means that Banco de Portugal asked the institution complained of for its assessment of the facts presented on the date indicated.

  • Analysis of the complaint by Banco de Portugal (Análise da reclamação pelo Banco de Portugal) – this means that Banco de Portugal already has the details needed to assess the complaint and that, from that date on, is weighing the facts presented by the complainant and the position taken by the credit institution on those facts. Banco de Portugal may decide to request further information from the institution being complained of if it continues to refuse to accept the customer’s complaint and if Banco de Portugal needs more data to take up its final position on the complaint.

  • Termination (Encerramento) with indication of the respective result – this means that Banco de Portugal has finished assessing the complaint. As a result of the analysis of the complaint, Banco de Portugal may conclude that:

    • there are no indications of an offence committed by the entity being complained of;

    • the situation has been resolved by the entity being complained of;

    • the facts complained about justify that action be taken against the entity being complained of (Banco de Portugal decides to issue a recommendation, a specific order or to initiate an administrative proceeding against the entity being complained of);

    • the matter falls within the competence of another regulatory body (the Portuguese Securities Market Commission – CMVM – or the Portuguese Insurance and Pension Funds Supervisory Authority – ASF);

    • the matter does not fall within the competence of Banco de Portugal.

Once the analysis has been completed, Banco de Portugal will inform the complainant of the outcome of its assessment.

All fields marked with * are required

Complaint type*

Select the way in which you filed the original complaint

Complaint reference*

Enther the reference of the complaint (eg "0745376", "PCB-RCO.70.730" or "RCO / 2009/000001")
Enter the number of your identification document

PERSONAL DATA PROCESSING POLICY*

Entity responsible, legal basis and purpose for the processing of personal data

Banco de Portugal, public-law legal person with its head office at Rua do Comércio 148, 1100-150 Lisbon, processes the personal data it collects when presented with a complaint in accordance with the principles and rules stemming from European and Portuguese legislation on personal data protection, particularly Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016.

Banco de Portugal handles only strictly necessary personal data, appropriate and relevant to the pursuit of the public interest attributed to it by law, within the scope of its powers as a public authority and in compliance with a legal obligation.

The purpose of such processing of personal data is to ensure compliance with the rules applicable in particular to the activity of credit institutions, financial companies, payment institutions, electronic money institutions, and credit intermediaries legally authorised to offer retail banking products and services in Portugal.

The data subject’s failure to provide personal data may preclude appraisal of the complaint.

Storage of personal data

Personal data collected by Banco de Portugal are stored for the time strictly necessary to achieve the aforementioned purpose.

Addressees of personal data

Personal data collected by Banco de Portugal may be communicated to the following addressees:

  • credit institutions, financial companies, payment institutions, electronic money institutions, credit intermediaries and other entities subject to the supervision of Banco de Portugal.
  • the Portuguese Securities Market Commission and the Insurance and Pension Funds Supervisory Authority.
  • other public entities and authorities, namely the Economic and Food Safety Authority, the national regulatory authority for communications, the Portuguese Data Protection Authority, the courts, the Public Prosecutor"s Office, and the Tax and Customs Authority.
  • the European Central Bank, the European Banking Authority and supervisory authorities from other European Union Member States.

Rights of the data subjects

Banco de Portugal provides the data subjects under the legal terms adequate means to exercise their rights of access to, rectification, limitation, objection and erasure of personal data.

There may be justified and proportional limitations to the exercising of the rights of limitation, objection and erasure of personal data, weighed against Banco de Portugal’s need to pursue the public interest in a given case.

Contact details for the exercise of rights

To exercise their rights, data subjects may contact Banco de Portugal"s Data Protection Officer, by the following means:

  • By email: [email protected]
  • By post: Gabinete de Proteção de Dados do Banco de Portugal. Rua do Comércio, 148, 1100-150 Lisbon, Portugal

Complaint to the supervisory authority

Data subjects also reserve the right to present a complaint to the Portuguese Data Protection Authority.