Bank customers can file a complaint against an institution or credit intermediary through the e-platform ‘Livro de Reclamações.

To submit a complaint through the e-platform ‘Livro de Reclamações’, you must:

• Click on the icon ‘Make complaint’, indicate your e-mail address and press ‘Submit’;

• Access the platform message sent to your e-mail address and click on the hyperlinked text ‘aqui’ (here), which will be available for 60 minutes. After this period, the link will expire, making it necessary to repeat the aforementioned procedure;

• Insert your personal data;

• Identify the entity being complained of;

• Fill in the complaint fields describing the subject matter and the facts. You may attach up to three files;

• Check if everything is correct and click on ‘Submit’.

For more information on how to use the e-platform ‘Livro de Reclamações’, please refer to the manual, available at https://www.livroreclamacoes.pt/apoio-utilizador.

Whenever a complaint is submitted though the e-platform ‘Livro de Reclamações’, it is sent to the entity being complained of and to the sector’s regulatory entity (Banco de Portugal, in the case of entities selling retail banking products and services).

Customers will receive a PDF copy of the complaint by e-mail and should receive (also by e-mail) a reply to the complaint within 15 working days.

Filing a complaint in the complaints book of credit institutions, financial companies, payment institutions, electronic money institutions and credit intermediaries is a recognised right of all citizens (Decree-Law No 156/2005). Entities may also provide other means through which customers can submit their complaints.

If the institution or credit intermediary of which you wish to complain is not registered on the e-platform ‘Livro de Reclamações’, you can submit your complaint through all other means available (for instance, through the entity’s physical complaints book or by filling out the complaint form available on this website).