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Complaints and Alternative Dispute Resolution

Complaints

The Bank has a team specialised in the handling of complaints, which may be submitted:

  • To Banco BPI, through the following means:
  1. By letter addressed to Banco BPI – Gestão de Reclamações, Apartado 2231, 1106 – 805 Lisboa, Portugal;
  2. By e-mail to gestao.reclamacoes@bancobpi.pt;
  3. By fax, to number 21 724 18 88;
  4. By completing an online form available at the "contact us / speak to us" option in every BPI Group's websites.
  5. Through the Complaints Book available at all BPI Group customer service locations.
  6. At any Banco BPI Branch;
  7. Calling BPI Directo: 707 020 500 (personalised service, 24h a day) 
  • To Banco de Portugal, by letter addressed to Rua do Comércio, 148, 1100-150 Lisboa, or by e-mail, using the form available at www.bportugal.pt/pt-PT/Contactos/Paginas/Formulario.aspx;
  • To the Comissão do Mercado de Valores Mobiliários (CMVM - Securities and Exchange Commission), by letter addressed to the Gabinete de Apoio ao Investidor (Investor Relations Office), to the following address: Av. da Liberdade, nº 252, 1056-801 Lisboa; or through the CMVM website www.cmvm.pt;

Complaints relating to the execution, non-execution or errors of execution of any order or instruction transmitted under contracts entered into with the Bank, other than those relating to payment services, must be submitted within 15 (fifteen) days after their respective date, under penalty of their execution being considered definitively approved and accepted under the terms in which they were executed.

Out-of-court dispute resolution

In order to ensure the out-of-court resolution of disputes relating to payment services of an amount below the lower limit of jurisdiction of courts of first instance, the Bank avails to its clients the following alternative dispute resolution entities:

  1. Centro de Arbitragem da Universidade Católica Portuguesa (www.fd.lisboa.ucp.pt);
  2. Centro de Arbitragem de Conflitos de Consumo de Lisboa (www.centroarbitragemlisboa.pt)

Moreover, in accordance with Law no. 144/2015 of 8 September, in the case of consumer disputes relating to other banking services and/or products, the Clients (consumers) may resort to other out-of-court means of complaint and of redressing disputes, namely the alternative dispute resolution bodies registered with the Directorate-General for Consumer Affairs. For more information, please visit the Portal do Consumidor (consumer website) at www.consumidor.pt.

Furthermore, with the exception of disputes relating to payment services, intervention in alternative dispute resolution procedures is voluntary and as such participation in the process requires the Bank's acceptance.

For the resolution of consumer disputes arising from online banking products and/or services, Clients have at their disposal an on-line dispute resolution system accessible through the Online Dispute Resolution Platform (RLL Platform). For more information, visit the RLL Platform; to access the platform, use the registration form provided through the website https://webgate.ec.europa.eu/odr/, indicating, for all due purposes, the following e-mail address of Banco BPI: gestao.reclamacoes@bancobpi.pt.