The electronic complaints book (e-platform ‘Livro de Reclamações’) is available at https://www.livroreclamacoes.pt or via a downloadable app to your mobile phone.

To submit a complaint through the electronic complaints book, you must:

1. access the e-platform ‘Livro de Reclamações’; 
2. click on the ‘Make Complaint’ icon and verify the terms for responsible use of the electronic complaints book;
3. fill in:
   • the email that will be used for notifications;
   • your personal data;
   • the details of the entity you wish to complain about;
   • the reasons for your complaint;
4. submit your complaint.

After submission:

• you will receive a copy of the complaint submitted in the email provided;
• the complaint will be sent automatically to the entity you complained about and to the Banco de Portugal;
• you can check the status of the Banco de Portugal’s analysis of your complaint on this website.

The entity you complained about should reply to your complaint by email within 15 working days.