The credit institution has to immediately inform the customer of their refusal free of charge on paper or another durable medium. This notification must state the grounds for the refusal and the mechanisms that the customer can use if they disagree with the refusal, including lodging a complaint with the Banco de Portugal and potentially initiating alternative dispute resolution procedures. The institution must also inform the customer of the contact information available for that purpose.

This notification is not required providing that information is forbidden by law or contrary to objectives of public policy or security.