Banco de Portugal’s intervention in the analysis of complaints is restricted by law to the verification of compliance with the rules governing the activity of credit institutions, financial companies, payment institutions, electronic money institutions, when offering retail banking products and services, and credit intermediaries.

Once Banco de Portugal receives the complaint and the arguments from the institutions being complained of, it analyses them, to the extent that these matters fall within its sphere of competence.

If the complaint was filed through the physical complaints book, institutions must send, along with the original sheet, a copy of the response sent to the customer within 15 working days from the date when the sheet was filled out.

If the complaint was filed through the e-platform ‘Livro de Reclamações’, Banco de Portugal automatically receives the complaint at the same time as the entity being complained of. After the complaint has been submitted, the entity being complained of must send a reply to the bank customer within 15 working days.

Where necessary, Banco de Portugal may also request the institutions concerned to provide further clarification.

In the case of complaints sent directly to Banco de Portugal, by letter or through the online complaint form available on this website, the Bank notifies the entities being complained of to send a copy of the letter to the complainant within 20 working days of receipt of the complaint. Where necessary, Banco de Portugal may request the institutions concerned to provide further clarification.

Banco de Portugal transmits to the complainants the result of the analysis that it has made of complaints that deal with matters within its sphere of competence.

In its response to the complainant, Banco de Portugal conveys the conclusion it has reached after inquiring into the conduct of the entity subject to its supervision.