In Portugal, the Decree-Law No. 144/2009, of 17 June, introduced into the legal system the figure of the Credit Ombudsman. Credit Ombudsman’s mission is to safeguard and promote the rights, guarantees, and legitimate interests of any person or entity involved in credit relationships, as well as to contribute to improving access to credit within the financial system.

Mediation aims to foster communication between the parties - bank customer and credit institution - so that they may reach an agreement, thus overcoming impasses or misunderstandings in the credit relationship.

The Credit Ombudsman is also responsible for promoting financial literacy in matters related to credit, and, to this end, it must raise awareness of citizens’ rights and duties in this area, as well as provide any clarifications and information requested.

Operating next to Banco de Portugal, the Credit Ombudsman has its own distinct mission and competences and enjoys from functional independence in the performance of its duties.

Following the publication of the aforementioned diploma, João José Amaral Tomaz was appointed as the first Credit Ombudsman by the Resolution of the Council of Ministers No. 15-A/2009, of 15 July, having held this position from August 1, 2009, to September 13, 2011.

On January 12, 2012, by Resolution of the Council of Ministers No.º 5/2012, Maria Clara Domingues Machado was appointed Credit Ombudsman, having commenced duties on February 1, 2012. On May 22, 2014, by Resolution of Council of Ministers No. 19/2014, Maria Clara Domingues Machado was reappointed to the position, with effect from February 2, 2014, and served until April 23, 2024.

On June 14, 2024, by Resolution of the Council of Ministers No. 73/2024, Ana Margarida Machado de Almeida was appointed Credit Ombudsman, having commenced duties on June 15, 2024.

The Credit Ombudsman is assisted by a Council, which, operating under her coordination, is responsible for managing the day-to-day activities, including providing clarifications and information requested by any person or entity, and implementing mediation procedures.

On August 28, 2009, through Dispatch No. 19729, Luís Fernando de Carvalho Vitório was appointed as a member of the Council assisting the Credit Ombudsman, a position he held until June 23, 2011.

On the same date, by Dispatch No. 19730, Maria Leonor Saldanha Pereira Carreira da Cunha Torres was also appointed as a member of the Council, which was held between September 1, 2009, and December 31, 2024.

By Dispatch No. 4248/2012, on March 23, César Bento Nunes de Brito was appointed as a member of the Council, serving from March 15, 2012, to August 4, 2014.

On June 17, 2024, through Dispatch No. 6717, João Miguel André Monteiro Coelho was appointed as a member of the Council, beginning his duties on June 18, 2024. The term of office is suspended as from 1 April 2026, pursuant to paragraph 6 of Article 16 of Decree-Law No. 28-A/96 of 4 April.