FIRST INSTANCE
FINOVA
We reply within the legal deadline of 15 working days. The complaint is logged and given a tracking number.
OFFICIAL CHANNELS
How to make a complaint
Four official channels are available to you. Always start with the closest one, FINOVA, because it is the most direct route to a solution. If the answer does not satisfy you, you can turn to the other official channels.
SUPERVISOR
Banco de Portugal
The supervisory authority for credit intermediaries. You can complain directly, even without going through FINOVA. Banco de Portugal reviews the complaint to ensure the rules are followed, but it does not resolve individual disputes or award compensation.
COMPLAINTS BOOK
Livro de Reclamações
The electronic version of the Livro de Reclamações, Portugal’s official complaints book, for financial services. The complaint is forwarded to FINOVA and to the supervisor, with legal reply deadlines.
ARBITRATION
CACCL · CNIACC
If you want the dispute resolved or compensation awarded, this is the route. Alternative dispute resolution (ADR) centres act as impartial intermediaries and can offer conciliation (seeking an agreement), mediation (proposing a solution) or arbitration (imposing a binding decision, with the force of a court ruling).
BEST PRACTICES
How to write an effective complaint.
A well-written complaint is resolved faster. Some points to include:
- 1
Full identification (name, tax number, contact details). Without it, most channels cannot proceed.
- 2
A factual, chronological description of what happened, with specific dates.
- 3
What you want: a reply only, a change of procedure, compensation?
- 4
Supporting documents (emails, contracts, simulations) attached or referenced.