Any banking customer, whether a natural person or a legal entity, may request mediation. In the case of a company, the mediation request must be signed by its legal representative(s) and accompanied by proof of such capacity (a copy of the commercial registry certificate or the access code to the permanent certificate).

No. The services provided by the Credit Ombudsman to banking customers are free of charge.

No. Granting credit or other forms of financial support does not fall within the powers of the Credit Ombudsman. Only credit institutions and certain financial companies registered with Banco de Portugal may professionally carry out credit operations.

No. Although the Credit Ombudsman operates alongside Banco de Portugal, it has its own mission and powers and acts independently in the exercise of its functions.

This type of information is stored in a database managed by Banco de Portugal: the Central Credit Register (Portuguese acronym, CRC). The Credit Ombudsman does not have access to the information contained in the CRC. However, all credit beneficiaries can access the information held about them in the CRC.

For more information, please consult the Banking Customer website.

No. The Credit Ombudsman does not have the authority to supervise or sanction the conduct of credit institutions. Banco de Portugal is the competent entity to examine complaints from banking customers concerning the marketing of retail banking products and services.

For more information, please consult the Banking Customer website.

Yes, but only if you have the authority to represent them. Otherwise, the Credit Ombudsman must be contacted directly by the person concerned.

The response time is five working days from the date the request is received.

By accepting the mediation/intervention request, the Credit Ombudsman does not intend to create expectations that the submitted claim will be accepted. For any changes to the originally agreed contractual terms to occur, an agreement between the creditor (credit institution) and the debtor (banking customer) is required.

You should submit your mediation request in writing, identifying yourself, describing your claim, providing justification, and indicating the targeted entity. You should also include simple copies of any documents that may help clarify your claim, as well as correspondence—such as letters, faxes, or emails—that demonstrate prior attempts to contact and/or negotiate with the credit institution (including, if available, any response received).

The request should be addressed to the Credit Ombudsman and sent either by post (Mediador do Crédito, Apartado 21004, 1126-001 Lisboa) or by email ([email protected]).

The Credit Ombudsman does not grant credit or other financial support. However, if you attempt to obtain credit for this purpose from a credit institution and your request is denied, you may submit a mediation request in writing, identifying yourself, describing your claim, providing justification, and indicating the targeted entity. You should also include simple copies of any documents that may help clarify your claim, as well as correspondence—such as letters, faxes, or emails—that demonstrate prior attempts to contact and/or negotiate with the credit institution (including, if available, any response received).

The request should be addressed to the Credit Ombudsman and sent either by post (Mediador do Crédito, Apartado 21004, 1126-001 Lisboa) or by email ([email protected]).

You should submit your mediation request in writing, identifying yourself, describing your claim, providing justification, and indicating the targeted entity. You should also include simple copies of any documents that may help clarify your claim, as well as correspondence—such as letters, faxes, or emails—that demonstrate prior attempts to contact and/or negotiate with the credit institution (including, if available, any response received).

The request should be addressed to the Credit Ombudsman and sent either by post (Mediador do Crédito, Apartado 21004, 1126-001 Lisboa) or by email ([email protected]).

You should submit your mediation request in writing, identifying yourself, describing your claim, providing justification, and indicating the targeted entity. You should also include simple copies of any documents that may help clarify your claim, as well as correspondence—such as letters, faxes, or emails—that demonstrate prior attempts to contact and/or negotiate with the credit institution (including, if available, any response received).

The request should be addressed to the Credit Ombudsman and sent either by post (Mediador do Crédito, Apartado 21004, 1126-001 Lisboa) or by email ([email protected]).

You should submit your mediation request in writing, identifying yourself, describing your claim, providing justification, and indicating the targeted entity. You should also include simple copies of any documents that may help clarify your claim, as well as correspondence—such as letters, faxes, or emails—that demonstrate prior attempts to contact and/or negotiate with the credit institution (including, if available, any response received).

The request should be addressed to the Credit Ombudsman and sent either by post (Mediador do Crédito, Apartado 21004, 1126-001 Lisboa) or by email ([email protected]).

Providing financial or legal advice to banking customers regarding obtaining, restructuring, or consolidating loans is not within the powers of the Credit Ombudsman; therefore, this entity cannot provide guidance on matters of this nature.