Alternative Resolution for Consumer Disputes
ActivoBank is a member of the following Dispute Arbitration Centers:
If you need help please don't hesitate to contact us at AB Support
The Entities that deal with alternative resolution for consumer disputes, are part of the Consumer Arbitration Network.
The list and contact details of these entities are disclosed by the Consumers Directorate-General in the Consumer Portal (www.consumidor.pt)
The Entities that deal with alternative resolution for consumer disputes are part of the Consumer Arbitration Network and have joined the RLL platform - Resolução de Litígios em Linha ODR platform also called - online dispute resolution. The list and contact details of these entities are disclosed by the Consumers Directorate-General in the Consumer Portal (www.consumidor.pt).
As for online products and contracted services, the consumer can use the online dispute resolution as a means of extra-judicial settlement, by accessing the RLL platform - Resolução de Litígios em Linha ODR - online dispute resolution (https://webgate.ec.europa.eu/odr/main/?event=main.home.show). This web / electronic platform site was created by the European Union under Regulation (EU) No 524/2013 of the European Parliament and Council of May 21st 2013.
Cooperation Protocol with Financial Institutions on Alternative Dispute Resolution Mechanisms
According to paragraph 3 of Clause 6 of the Protocol on Alternative Dispute Resolution Mechanisms published by the CMVM, non-professional investors now have access to a dispute resolution mechanism with financial intermediaries as an alternative to judicial means, concerning matters within the scope of financial intermediation up to a maximum amount of 15,000 euros. Non-professional investors who wish to use this mechanism can approach the Consumer Conflict Arbitration Centers identified in the respective protocol. The information published by the CMVM is disclosed on its Institutional Portal, as well as on the Investor Portal.
Insurance Information, Mediation and Arbitration Centre (CIMPAS)
Pursuant to subparagraph l) of paragraph 1 of article 31 of Law No. 7/2019, dated January 16 (Legal Regime of Insurance Distribution), Banco ActivoBank, SA informs that it has adhered to CIMPAS, Insurance Information, Mediation and Arbitration Centre, accepting Arbitration as a means for resolving any disputes up to €25,000.00 (twenty-five thousand euros) arising from the formation, execution, and/or termination of insurance contracts whose marketing it has brokered, with the consumer being able to resort to CIMPAS - www.cimpas.pt - or the judicial courts.
Customer Ombudsman
ActivoBank values relations of maximum trust and transparency with its Customers and, for this purpose, places the Customer Ombudsman at their disposal.
The Customer Ombudsman - a totally independent body - primarily operates as a mediation agent in contexts of disputes between Customers and the respective institution, where its activity is strongly based on the principles of impartiality, swiftness, provision of service free of charge and confidentiality.
Any claim or complaint addressed to the Ombudsman usually assumes that all prior contacts or endeavours have already been made by the Customer at ActivoBank. For further information, please contact the AB Support Line: +351 210 030 700 (Calls to national landline network), with personalized service available on business days (8am to 10pm), Saturdays (10am to 8pm), Sundays and public holidays (12pm to 8pm). The cost of communications depends on the tariff agreed with your telecommunications operator.
The Customer Ombudsman is entrusted with assuring and promoting the legitimate rights, guarantees and interests of Customers, ensuring full impartiality in the analysis of any divergences between Customers and the Bank, and, as a venue of New Claims, checks and analyses claims and complaints that have not been received favourably by the competent services of ActivoBank.
The issues should always be presented in writing and specifically addressed to the Ombudsman, with Customer identification through full name and tax identification number (NIF), by:
Fill it out in a clear and concise manner, and, if necessary, attach the relevant documents, i.e. the correspondence previously exchanged with the Bank.
Client Ombudsman's Regulations
Summary of Client Ombudsman Office
