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Checking the status of a complaint

On this page, you can check the status of the Banco de Portugal’s analysis of your complaint.

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 the Banco de Portugal;

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

  • Sent directly to the Banco de Portugal — after confirmation of receipt of the complaint.

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/2026/000001 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 the 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 the institution complained about was notified on the date indicated to submit its view of the facts presented.

  • Analysis of the complaint by the Banco de Portugal (Análise da reclamação pelo Banco de Portugal) — this means that the 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 institution complained about on those facts. The Banco de Portugal may request further information from the institution if it needs more data to take a final position on the complaint.

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

    • the content of the complaint is unclear or insufficient to proceed with the analysis;

    • the complaint has the same content as another complaint submitted by the complainant or is an insistence without new facts of a previous complaint.

Once the analysis has been completed, the Banco de Portugal will, whenever possible, 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

Collected personal data are processed by the Banco de Portugal, a public-law legal person with taxpayer number 500 792 771, having its head office at Rua do Comércio, No 148, 1100-150 Lisbon (hereinafter referred to as “Bank”), in compliance with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 (hereinafter referred to as “Regulation”), and other applicable data protection legislation, in the performance of tasks carried out in the public interest as entrusted to the Banco de Portugal in accordance with Article 6(e) of the GDPR and for the purpose of ensuring proper consideration and management of complaints submitted by bank customers, in line with the Banco de Portugal’s statutory banking conduct supervisory tasks. 

The provision of personal data is mandatory. Failure to provide such data means that the relevant operation will not be carried out.

Storage of personal data

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

Recipients of personal data

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

  • credit institutions, financial companies, payment institutions, electronic money institutions, credit intermediaries and other entities subject to the supervision of the 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 Communications Authority, the Data Protection Authority, the courts, the Public Prosecution Service, 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

Under the terms provided for in the Regulation and other applicable data protection legislation, you have the right:

  • to ask the Bank for access to your personal data, the rectification and erasure of such data.
  • to restrict and object to data processing.

There may be justified and proportional limitations to the exercising of the rights to restrict, object and erase, weighed against the Bank’s pursuit of the public interest in a given case.

Contact details for the exercise of rights

To exercise their rights, personal data subjects may fill in the form https://www.bportugal.pt/sites/default/files/documents/2025-03/formulario_de_exercicio_de_direitos_do_titular_dados.docx and submit it via the following means:

  • at the Banco de Portugal’s information desks.
  • by email: [email protected].
  • by post to: Gabinete de Proteção de Dados do Banco de Portugal – Rua do Comércio, 148, 1100-150 Lisboa.

Complaints to the Data Protection Officer

If the data subjects consider that their rights have not been properly met, and wish to submit a complaint, they may fill in the form https://www.bportugal.pt/sites/default/files/anexos/documentos-relacionados/formulario_de_reclamacao_do_titular_dos_dados_pessoais.docx and contact the Data Protection Officer via the following means:

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

Complaints to the Comissão Nacional de Proteção de Dados

Data subjects can also raise a complaint with the Portuguese Data Protection Authority (Comissão Nacional de Proteção de Dados – CNPD).