Where can I go if I have a conflict with my financial institution?
Start with the bank's customer support. If that doesn't resolve it, there's the Complaints Book, the Bank of Portugal, and consumer-dispute arbitration centres.
In this guide
First, the bank
The first step is to contact the bank's customer support and try to resolve it directly. Many situations close right here.
Then, the official channels
Without a satisfactory answer, you can use the Complaints Book, paper or electronic, which goes to the institution and to the regulator. You can also complain directly through the Bank of Portugal's Customer Portal, which supervises the banks.
As a last resort, arbitration
If the conflict persists, a consumer-dispute arbitration centre lets you resolve the matter faster and without going to court.
Worked example
A customer disputes a fee. They complain to the bank with no agreement; they file a complaint in the electronic Complaints Book, which reaches the bank and the Bank of Portugal; if it persists, they take the case to an arbitration centre. (Illustrative example.)
Sources
Susana Vasconcelos
- Intermediária de crédito autorizada pelo Banco de Portugal n.º 0008496
- Mais de 10 anos na banca