The complaints book must be made available at the branches of institutions or customer assistance points of credit intermediaries.

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

1. request the complaints book, which must be provided as soon as you request it;
2. fill in the following fields in capital letters:
   • the details and location of the institution concerned;
   • your identification and contact details. If you indicate your email, this will be the preferred contact for notifications;
   • the reasons for your complaint.
3. save the duplicate of the complaints book sheet, with the sheet number of the complaints book.

The entity complained about should reply to your complaint within 15 working days and send this reply and the original complaint sheet to the Banco de Portugal for analysis.

After the 15-working day period, you can check the status of the Banco de Portugal’s analysis of your complaint.