In the case of credit institutions, financial companies, payment institutions and electronic money institutions, the Banco de Portugal can analyse complaints concerning:

• accounts and other bank deposits;
• payment cards;
• credit transfers;
• direct debits;
• cheques;
• cash transactions;
• ATMs;
• consumer credit;
• home loans and mortgage credit;
• corporate credit.

In the case of authorised credit intermediaries, the Banco de Portugal can analyse complaints concerning:

• the submission of draft credit agreements;
• the provision of pre-contractual information; 
• the provision of information on the activity of credit intermediation;
• the provision of assistance and clarification;
• consultancy on credit agreements.

In the case of authorised credit servicers, the Banco de Portugal can analyse complaints concerning:

• the collection of amounts due related to credit;
• the renegotiation of the terms and conditions of the credit agreement;
• the provision of information on the assignment of loans;
• the provision of information on credit liabilities to the Central Credit Register (CCR);
• rules applicable to consumer credit, home loans and mortgage credit and corporate credit.

As regards credit purchasers, the Banco de Portugal can analyse complaints concerning their duties of conduct and information.

The Banco de Portugal also analyses complaints lodged by bank customers and other stakeholders, including consumers’ associations, about issuers of asset-referenced tokens and issuers of e-money tokens, regarding alleged breaches of the MiCA Regulation.