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Complaining about an institution

Submit a complaint if you believe that an institution or credit intermediary has acted inappropriately in selling retail banking products or services:

  • By filling out the complaints book, either the physical version at the institutions’ branches, or in digital form at www.livroreclamacoes.pt;

  • Directly to Banco de Portugal, by letter or by filling out the form available on this page.

Take note of the reference assigned to the complaint once it has been submitted. It will be required to send additional information or to check the status of your complaint.

For more information on Banco de Portugal’s responsibilities for processing complaints, see the FAQs (Services – Complaints).

All fields marked with * are required

Identification of the claimed institution

Institution name*

Institution name*

Counter

Indicate the counter of the claimed institution
Indicate the address of the claimed institution
-
Indicate the town or city of the claimed institution

Identification of the claimant

Name*

Enter your full name
Enter your full address
-
Enter the name of the town or city
Enter your nationality
Enter the number of your identification document

Type of document*

Enter your tax identification number (personal or company)
Enter your landline number
Enter your mobile number
Enter your e-mail address

The indication of the e-mail contact presupposes that this will be the preferred way of contact. *


Complaint

Scope of the complaint*

Content of the compaint*

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.