The protective regulations for clients of financial services and credit institutions, in particular, require them to have a Customer Service Department to resolve complaints and claims raised by clients. Entities may also voluntarily appoint a Customer Ombudsman, who must be an institution or an independent and recognized expert.
In the event of an unfavourable resolution for the client or, if within the legal established term following the claim, it has not been resolved, the client may resort to the Claims Services of the regulator or supervisor based on the field where the incidence occurs: Respectively, banking, investment or insurance and pension funds.
In addition to claims to the Customer Service Departments and the Customer Ombudsman, users of financial services have the way, as long as they are consumers, to file an administrative consumer claim.
