You can submit your complaint by filling out the complaints book (‘Livro de Reclamações’), either the physical form at the institutions’ branches, or in digital form at www.livroreclamacoes.pt.

Institutions and credit intermediaries must make the complaints book available at their branches/offices. The complaints book must be provided as soon as the customer requests it, subject to the applicable priority service rules.

In the case of the e-platform ‘Livro de Reclamações’, you must access the platform and check if the economic operator concerned is already registered. If it is not, you can file a complaint through all other means available.

You may also submit the complaint directly to Banco de Portugal, by filling out the online complaint form or by letter.