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Adding information to a complaint

On this page, you can submit additional information to a filed complaint, either directly to Banco de Portugal or through the complaints book.

If you wish to file a new complaint or obtain more information on Banco de Portugal’s responsibilities for processing complaints, please refer to the webpage “complaining about an institution”.

To send additional information to 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)

All fields marked with * are required

Complaint reference*

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

Attachment*

Attachment in PDF format and 5Mb limit

Upload file

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.