The Banco de Portugal has no jurisdiction to assess complaints relating to:

• investment funds and securities (even if they are sold over the counter at banks and other supervised institutions) — the competent authority is the Portuguese Securities Market Commission (CMVM);
• insurance and pension funds (even if they are sold over the counter at banks and other supervised institutions) — the competent authority is the Autoridade de Supervisão de Seguros e Fundos de Pensões – ASF) (the Portuguese Insurance and Pension Funds Supervisory Authority);
• taxes and other tax matters — the competent authority is the Portuguese Tax and Customs Authority; 
• data protection — the competent authority is the Portuguese data protection authority (CNPD);
• accessibility of customer assistance points (e.g. no disabled access or other architectural barriers) — the competent authority is the respective municipality;
• non-compliance with contractual obligations between the entity and the customer or claims for damages that the customer may have incurred — where no agreement can be reached, recourse to a third party (court or alternative dispute resolution entities) is required. You can access the lists of alternative dispute resolution entities through the menu “SERVICES > Settle disputes”; 
• questions about the quality of customer service (e.g. cordiality, speed), with the exception of priority service, for which the competent authority is the Banco de Portugal.

The Banco de Portugal also has no jurisdiction to assess complaints relating to:

• payment service providers operating in Portugal under the freedom to provide services (i.e. entities operating in Portugal but not having their head office or branches in Portugal). In this case, customers wishing to lodge a complaint must:
  • identify the provider’s country of origin on the list of institutions authorised by the Banco de Portugal;
  • verify which entity in that country has jurisdiction over complaints. For providers having their head office in the European Union, you can consult information on the competent authorities on the website of the European Banking Authority. 
• entities that act as pawnbrokers (i.e. they grant credit secured by pledge over assets – typically, gold, silver or jewellery) — the competent authority is the Autoridade de Segurança Alimentar e Económica – ASAE (Portuguese Economic and Food Safety Authority).