Banking clients who have been unable to contract or renegotiate loans may request mediation with the credit institution.

The purpose of mediation is to encourage communication between the parties – the banking client and the credit institution – with the aim of reaching an agreement and thus overcoming situations of deadlock or misunderstanding in the credit relationship.

Who may request mediation?

Any banking customer (individuals, sole proprietors, commercial entities, non-profit organizations, etc.) may request mediation.

Are there any associated costs?

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

What issues can mediation cover?

• Obtaining credit;
• Renegotiation of credits;
• Consolidation of credits;
• Other situations within the scope of the credit relationship.

How can mediation be requested?

The banking customer must submit their mediation request in writing, identifying themselves, describing their request, providing the reasons for it, and specifying the targeted entity. The banking customer should also send a simple copy of documents that could help clarify their request, as well as any correspondence - such as letters, faxes, or emails - that demonstrates previous attempts to contact and/or negotiate with the credit institution (including, if available, the institution's response).

The request must be addressed to the Credit Ombudsman and sent through the contacts details of this entity.

How does the mediation process work?

The mediation process begins with the submission of the mediation request to the Credit Ombudsman. After receiving the mediation request—where the banking client (hereinafter referred to as the applicant) identifies themselves, describes their claim and its grounds, and specifies the targeted entity—the following actions are taken:

• Within a maximum of five working days, the Credit Ombudsman, after a preliminary review to assess the admissibility of the request, will notify the applicant of the decision to accept or reject the request summarily;
• If the mediation request is accepted, the process is immediately forwarded to the credit institution targeted by the applicant;
• The credit institution in question examines the request made by the applicant and, within a maximum of five business days from the date of receipt of the process, communicates to the Credit Ombudsman its decision to confirm or revise the previous decision;
• The Credit Ombudsman promptly contacts the applicant to inform them of the progress of the process, in which case:
  • The mediation process ends if the credit institution agrees to review its decision and the applicant expresses their agreement;
  • The mediation process continues otherwise, concluding when the Credit Ombudsman substantiates the impossibility of reaching an agreement between the credit institution and the applicant.