Dispute Settlement Entities

In case of dispute

The Customer may resort to the Dispute Resolution Entities mentioned below.

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)

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)

Signatory of 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 of the RAL protocol between the CMVM and Financial Institutions.

Protocols within the scope of Alternative Dispute Resolution (RAL) relating to financial intermediation activities

On 11/13/2023, the CMVM signed two cooperation protocols, one with Financial Institutions that provide financial intermediation services, including BBVA, the other with the 7 Arbitration Centers that are part of the consumer arbitration network, on matters that concern regarding financial intermediation activities (RAL Protocols). 

The RAL Protocols aim to encourage the use of alternative dispute resolution mechanisms by consumer clients, who assume the role of non-professional investors, as an alternative to resorting to legal means, if their request has not been fully met in the context of a complaint. prior submission presented by the same to BBVA and CMVM. 

The RAL Protocols apply to the resolution of conflicts using RAL mechanisms, whenever the dispute in question concerns financial intermediation activities, as defined in article 289 of the Securities Code and the amount in dispute does not exceed the value of €15,000 (fifteen thousand euros).

For the purposes and within the scope of the RAL Protocols, BBVA uses the consumer arbitration network, made up of the 7 signatory Consumer Dispute 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 Center (“CIMAAL”);
  • National Consumer Conflict Information and Arbitration Center (“CNIACC”).