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Complaints and Alternative Dispute Resolution

For further information, please contact the Customer Support Office by telephone at +351 217 202 000 or by email at gabinete.apoio.cliente@finantia.com.

Banco Finantia also makes available to its Clients a complaints service that includes receiving, forwarding and handling the complaint to a different person from the one who performed the act object of the complaint, and there are concrete procedures stipulated to be adopted in its assessment, decision and response.

Submission of Complaints

Complaints may be submitted to Banco Finantia through the following channels:

  • Electronic form, available on Banco Finantia’s website;
  • In-person service at any bank branch;
  • Telephone contact, through the number +351 217 202 000 (the cost of calls depends on the tariff agreed with your operator);
  • Complaints Book, available at the Bank’s branches or through the Electronic Complaints Book;
  • Postal mail, addressed to the Customer Support Office, Banco Finantia, S.A., Rua General Firmino Miguel, No. 5, 1st Floor, 1600-100 Lisbon
  • Email, addressed to the Customer Support Office: gabinete.apoio.cliente@finantia.com.

Without prejudice to the means indicated above, customers may also submit complaints directly to the Supervisory Authorities:

  • Banco de Portugal (P.O. Box 2240, 1106-001 Lisbon,
    or directly at its customer service locations);

  • CMVM (Rua Laura Alves, No. 4, 1064-003 Lisbon, or through the website cmvm.pt).

Identity of the complainant and details of the complaint

For the purposes of investigating and handling a complaint, the complainant must provide the information necessary for their identification, including their full name and, where applicable, the full name of their representative, as well as the relevant contact details and identification document number.

The complaint must be submitted in writing and include, at least, the date and place of the complaint, a clear and objective description of the facts, the indication of the parties involved and the respective dates, unless manifestly impossible, as well as any additional elements relevant to its assessment.

Banco Finantia will analyze and respond to the complaint within a maximum period of 15 days, counted from the date of receipt of the duly completed complaint.

Alternative Dispute Resolution

In the context of the provision and use of payment services, electronic money whose value does not exceed the jurisdictional limits of first-instance courts, clients have the right to submit any dispute to arbitration promoted by a legally authorised Arbitration Centre, without prejudice to the right of access to the competent courts.

Banco Finantia provides clients with access to at least two authorised entities:

  1. Arbitration Centre of the Autonomous University of Lisbon
  2. Arbitration Centre of the Portuguese Catholic University

The list and contact details of these organisations are published by the Directorate-General for Consumer Affairs on the Consumer Portal and by the Directorate-General for Justice Policy.