{"id":6916,"date":"2025-11-26T21:45:48","date_gmt":"2025-11-26T21:45:48","guid":{"rendered":"http:\/\/213.146.202.110\/?page_id=6916"},"modified":"2026-08-24T14:12:18","modified_gmt":"2026-08-24T14:12:18","slug":"complaints-and-alternative-dispute-resolution","status":"publish","type":"page","link":"https:\/\/www.finantia.com\/en\/complaints-and-alternative-dispute-resolution\/","title":{"rendered":"Complaints and Alternative Dispute Resolution"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"6916\" class=\"elementor elementor-6916 elementor-1944\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-07b1213 e-con-full e-flex e-con e-parent\" data-id=\"07b1213\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-a38ceb0 e-flex e-con-boxed e-con e-child\" data-id=\"a38ceb0\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-079e434 e-con-full e-flex e-con e-child\" data-id=\"079e434\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4709cfc elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"4709cfc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ddab4d3 elementor-widget elementor-widget-text-editor\" data-id=\"ddab4d3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<h1>Complaints and Alternative Dispute Resolution<\/h1>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-201355b e-con-full e-flex e-con e-parent\" data-id=\"201355b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3062c74 elementor-widget elementor-widget-text-editor\" data-id=\"3062c74\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>For further information, please contact the Customer Support Office by telephone at +351 217 202 000 or by email at <a href=\"mailto:gabinete.apoio.cliente@finantia.com\">gabinete.apoio.cliente@finantia.com<\/a>.<\/p>\n<p>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.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ceced06 elementor-widget elementor-widget-text-editor\" data-id=\"ceced06\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<h2>Submission of Complaints<\/h2>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-697ae79 elementor-widget elementor-widget-text-editor\" data-id=\"697ae79\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Complaints may be submitted to Banco Finantia through the following channels:<\/p>\n<ul>\n<li><a href=\"http:\/\/213.146.202.111\/contactos\/\" target=\"_blank\" rel=\"noopener\">Electronic form<\/a>, available on Banco Finantia\u2019s website;<\/li>\n<li>In-person service at any bank branch;<\/li>\n<li>Telephone contact, through the number +351 217 202 000 (<em>the cost of calls depends on the tariff agreed with your operator<\/em>);<\/li>\n<li>Complaints Book, available at the Bank\u2019s branches or through the <a href=\"https:\/\/www.livroreclamacoes.pt\/Inicio\/\" target=\"_blank\" rel=\"noopener\">Electronic Complaints Book<\/a>;<\/li>\n<li>Postal mail, addressed to the Customer Support Office, Banco Finantia, S.A., Rua General Firmino Miguel, No. 5, 1st Floor, 1600-100 Lisbon<\/li>\n<li>Email, addressed to the Customer Support Office: <a href=\"mailto:gabinete.apoio.cliente@finantia.com\">gabinete.apoio.cliente@finantia.com<\/a>.<\/li>\n<\/ul>\n<p><\/p>\n<div>\n<p>Without prejudice to the means indicated above, customers may also submit complaints directly to the Supervisory Authorities:<\/p>\n<ul>\n<li><strong>Banco de Portugal<\/strong> (P.O. Box 2240, 1106-001 Lisbon,<br \/>\n<style>\na {\n    text-decoration: none;\n    color: #464feb;\n}\ntr th, tr td {\n    border: 1px solid #e6e6e6;\n}\ntr th {\n    background-color: #f5f5f5;\n}\n<\/style>\n<div><span class=\"___1cs5bdp f1w7gpdv f5p0z4x\">or<\/span> <span class=\"___1cs5bdp f1w7gpdv f5p0z4x\">directly<\/span> <span class=\"___1cs5bdp f1w7gpdv f5p0z4x\">at<\/span> <span class=\"___1cs5bdp f1w7gpdv f5p0z4x\">its<\/span> <span class=\"___1cs5bdp f1w7gpdv f5p0z4x\">customer<\/span> <span class=\"___1cs5bdp f1w7gpdv f5p0z4x\">service<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">locations);<\/span><\/div>\n<\/li>\n<p> \t<\/p>\n<li><strong>CMVM <\/strong>(Rua Laura Alves, No. 4, 1064-003 Lisbon, or through the website <a href=\"https:\/\/www.cmvm.pt\/\" target=\"_blank\" rel=\"noopener\">cmvm.pt<\/a>).<\/li>\n<p><\/ul>\n<p><\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ef48903 elementor-widget elementor-widget-spacer\" data-id=\"ef48903\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5dd2d97 elementor-widget elementor-widget-text-editor\" data-id=\"5dd2d97\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<div>\n<h2>Identity of the complainant and details of the complaint<\/h2>\n<\/div>\n<p><span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">For<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">the<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">purposes<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">of<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">investigating<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">and<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">handling<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">a<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">complaint,<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">the<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">complainant<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">must<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">provide<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">the<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">information<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">necessary<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">for<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">their<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">identification,<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">including<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">their<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">full<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">name<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">and,<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">where<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">applicable,<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">the<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">full<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">name<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">of<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">their<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">representative,<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">as<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">well<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">as<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">the<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">relevant<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">contact<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">details<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">and<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">identification<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">document<\/span> <span class=\"___xxxjie0 f1w7gpdv f1gqqdtu\">number.<\/span><\/p>\n<p>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.<\/p>\n<p>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.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7240a8c elementor-widget elementor-widget-spacer\" data-id=\"7240a8c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0e420b9 elementor-widget elementor-widget-text-editor\" data-id=\"0e420b9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<h2>Alternative Dispute Resolution<\/h2>\n<p>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.<\/p>\n<p>Banco Finantia provides clients with access to at least two authorised entities:<\/p>\n<ol>\n<li>Arbitration Centre of the <a href=\"https:\/\/arbitragem.grupoautonoma.pt\/\" target=\"_blank\" rel=\"noopener\">Autonomous University of Lisbon<\/a><\/li>\n<li>Arbitration Centre of the <a href=\"https:\/\/fd.lisboa.ucp.pt\/pt-pt\/faculty-knowledge\/research\/legal-services\/centro-de-arbitragem\" target=\"_blank\" rel=\"noopener\">Portuguese Catholic University<\/a><\/li>\n<\/ol>\n<p>The list and contact details of these organisations are published by the Directorate-General for Consumer Affairs on the <a href=\"https:\/\/www.consumidor.gov.pt\/\" target=\"_blank\" rel=\"noopener\">Consumer Portal<\/a> and by the <a href=\"https:\/\/dgpj.justica.gov.pt\/resolucao-de-litigios\/arbitragem\/centros-de-arbitragem-autorizados\" target=\"_blank\" rel=\"noopener\">Directorate-General for Justice Policy<\/a>.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>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 [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-6916","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.finantia.com\/en\/wp-json\/wp\/v2\/pages\/6916","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.finantia.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.finantia.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.finantia.com\/en\/wp-json\/wp\/v2\/users\/7"}],"replies":[{"embeddable":true,"href":"https:\/\/www.finantia.com\/en\/wp-json\/wp\/v2\/comments?post=6916"}],"version-history":[{"count":10,"href":"https:\/\/www.finantia.com\/en\/wp-json\/wp\/v2\/pages\/6916\/revisions"}],"predecessor-version":[{"id":12225,"href":"https:\/\/www.finantia.com\/en\/wp-json\/wp\/v2\/pages\/6916\/revisions\/12225"}],"wp:attachment":[{"href":"https:\/\/www.finantia.com\/en\/wp-json\/wp\/v2\/media?parent=6916"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}