Banco de Portugal joins the e-platform ‘Livro de Reclamações’

‘Livro de Reclamações’ is a digital platform through which customers may submit a complaint against entities from various economic sectors, in a way similar to that of complaints submitted through the physical complaints book available at the branches of those entities.

Bank customers may also submit the complaint directly to Banco de Portugal, by letter or by using the form available on the Bank Customer Website.

Implementation of the e-platform ‘Livro de Reclamações’ in the financial sector does not entail any change to the procedures that supervised institutions have to comply with when dealing with complaints.

How to submit a complaint through the e-platform ‘Livro de Reclamações’

To submit a complaint through the e-platform ‘Livro de Reclamações’:

• Access the e-platform ‘Livro de Reclamações’ at https://www.livroreclamacoes.pt/;

• Click on the icon ‘Make complaint’, indicate your e-mail address and press ‘Submit’;

• Check your e-mail inbox and access the message that has been sent to you in the meantime through the e-platform ‘Livro de Reclamações’. In the message received, click on the link ‘here’, which will be available for 60 minutes. After this period, the link will no longer be valid and the customer will have to repeat the above procedure to submit the complaint;

• Insert your personal data;

• Identify the entity being complained of;

• Fill in the complaint fields describing the subject matter and the facts. You may attach up to three files;

• Check if everything is correct and click on ‘Submit’.

Whenever a complaint is submitted though the e-platform ‘Livro de Reclamações’, it is automatically sent to the entity being complained of and to the sector’s regulatory entity (Banco de Portugal, in the case of entities selling retail banking products and services).

Customers will receive a copy of the complaint by e-mail and should receive a reply to the complaint from the entity being complained of within 15 working days.