Disputes
Dispute Settlement Entities
In case of dispute
More information in the Consumer Portal https://www.consumidor.gov.pt.
For disputes regarding contracts executed online, the Bank also provides access to the Dispute Settlement Platform ("ODR platform") available on the European Commission website at https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=PT
BBVA has joined the following alternative dispute settlement entities, whose respective contacts are:
Católica Global School of Law's Arbitration Centre (CAUCP)
- Website: http://www.fd.lisboa.ucp.pt
- E-mail: arbitragem@fd.lisboa.ucp.pt
- Postal address: Centro de Arbitragem da UCP, Palma de Cima, 1649 - 023 Lisbon
- Other contacts:
Tel: +351 217 214 178
Additional information: The person in charge of the alternative dispute settlement procedure is: Prof. Dr. Rita Lynce de Faria.
Not a signatory to the RAL protocol between the CMVM and Financial Institutions.
Lisboa Arbitration Centre for Consumer Conflicts (CACCL)
- Website: http://www.centroarbitragemlisboa.pt
- E-mail: juridico@centroarbitragemlisboa.pt
- Postal address: Rua dos Douradores, No. 116 - 2, 1100-207 Lisbon
- Other Contacts:
Telephone: +351 218 807 030
Fax: +351218 807 038
Signatory to the RAL protocol between the CMVM and Financial Institutions.
Porto Information Centre for Consumers and Arbitration (CICAP)
- Website: http://www.cicap.pt
- E-mail: cicap@cicap.pt
- Postal address: Rua Damião de Góis, nº 31 – LJ 6, 4050-225 Porto
- Other Contacts:
Telephone: +351 225 50 8349 / +351 225 02 9791
Fax: +351 225 02 6109
Signatory to the RAL protocol between the CMVM and Financial Institutions.
Protocols within the framework of Alternative Dispute Resolution (ADR) relating to financial intermediation activities.
On November , 2023, the CMVM signed two cooperation protocols, one with Financial Institutions that provide financial intermediation services, including BBVA, another with the 7 Arbitration Centers that make up the consumer arbitration network, in matters relating to financial intermediation activities (RAL Protocols).
ADR Protocols aim to promote the use of alternative dispute resolution mechanisms by consumer clients, who are considered non-professional investors, as an alternative to resorting to judicial means, if their claim has not been fully met in the context of a prior complaint submitted by them to BBVA and the CMVM.
The ADR Protocols apply to the resolution of disputes using ADR mechanisms, whenever the dispute in concerns financial intermediation activities, as defined in Article 289 of the Securities Code, and the amount in dispute does not exceed € ( thousand euros .
For the purposes and within the scope of the ADR Protocols, BBVA uses the consumer arbitration network, comprised of the 7 signatory Consumer Conflict Arbitration Centers, namely:
- Consumer Conflict Arbitration Center of the Coimbra Region (“CACRC”);
- Lisbon Consumer Conflict Arbitration Center (“CACCL”);
- Consumer Conflict Arbitration Center of Ave, Tâmega and Sousa (“TRIAVE”);
- Porto Consumer Information and Arbitration Center (“CICAP”);
- Consumer Information, Mediation and Arbitration Center (Consumer Arbitration Court) (“CIAB”);
- Algarve Information, Mediation and Arbitration Centre (“CIMAAL”);
- National Center for Information and Arbitration of Consumer Disputes (“CNIACC”).
