Where can I go if I have a conflict with my financial institution?

Where do I start?

With the bank. Explain the problem in writing and keep the replies. Many issues are solved here.

Keep your evidence too: letters, emails, statements and the contract. You will be asked for them if you need to complain.

Before complaining, you can also use the virtual assistant on the Bank Customer Website. It helps you understand the rules that apply to your case.

How do I complain to Banco de Portugal?

There are three ways:

• the paper complaints book, at the bank's or the credit intermediary's branch;
• the electronic complaints book;
• directly to Banco de Portugal.

Whichever way you use, Banco de Portugal analyses the complaint. This covers banks, credit intermediaries and other entities it supervises. More than 80% of the complaints it analyses show no wrongdoing, so check the rules first.

What does Banco de Portugal not handle?

• Insurance: contact the insurance supervisor (ASF).
• Taxes: contact the Tax Authority.
• Data protection: contact the data protection authority (CNPD).
• Breach of contract or compensation claims: go to court or to a dispute resolution body.

What is alternative dispute resolution?

It is a quicker and simpler way to settle a dispute, without going to court. The body acts as an impartial intermediary. It can bring the parties together, propose a solution or decide.

For home loans, banks must join at least two of these bodies. This applies whatever the value of the dispute. On the Bank Customer Website you can see which bodies your bank has joined.

And the Credit Ombudsman?

It works alongside Banco de Portugal, independently. It helps when you cannot get, renegotiate or consolidate credit.

You apply in writing, with your correspondence with the bank. The Ombudsman decides within 5 business days whether to accept. The bank then has 5 business days to reply.

An example

The bank charges you a fee you think is wrong. On day 1, you write to the bank. If the answer does not satisfy you, you complain in the electronic book, and Banco de Portugal analyses it.

If you want a refund, you take the case to a dispute resolution body. If the problem is renegotiating your loan, you ask for mediation: you hear whether it is accepted within 5 business days.

Where FINOVA helps

If the problem is the cost of your loan, we check with you whether a transfer pays off. See Can I transfer my mortgage to another bank? For complaints about FINOVA, see our complaint channels.

Sources

• Banco de Portugal — Want to complain? When Banco de Portugal can help (in Portuguese)
• Banco de Portugal — Complaining about a supervised entity
• Banco de Portugal — Disputes on banking products and services
• Banco de Portugal — Credit Ombudsman
• Electronic Complaints Book (in Portuguese)

Sources checked on 22 September 2026.