Request credit mediation
Mediation is intended to encourage communication between the parties in order to achieve a viable alternative in the resolution of disputes in credit relations, when all the possibilities of understanding between bank customers and credit institutions have been exhausted.
The Credit Ombudsman examines requests for mediation from bank customers - whether natural or legal persons - in relation to all types of credit.
The Credit Ombudsman may intervene with credit institutions only when they have already issued a decision that does not satisfy the wishes of the bank customer, in relation to a certain product or credit situation (obtaining a new credit or restructuring, consolidation or renewal of existing credits).
Who can request credit mediation?
How request credit mediation?
The bank customer must send his/her request for mediation in writing, identifying himself/herself, describing his/her claim, giving his/her reasons and indicating the entity targeted.
The request for mediation should be addressed to the Credit Ombudsman and sent through the contacts of this entity:
- by email: mediador.do.credito@bportugal.pt
- by post: Credit Ombudsman, Apartado 21004, 1126-001 Lisbon.
What is the Price to request credit mediation?
The services provided by the Credit Ombudsman to bank customers are free of charge.
When can you request credit mediation?
The request for credit mediation can be made at any time.
The deadline for notifying the applicant of the decision to accept or reject the request is 5 business days.