Credit Ombudsman

The Credit Ombudsman, introduced into the legal system by Decree-Law nº. 144/2009, of June 17, has the mission of defending and promoting the rights, guarantees and legitimate interests of any person or entity that is party to a credit relationship, as well as helping to improve access to credit within the financial system.

Mediation aims to foster communication between the parties - the bank customer and the credit institution - in order to reach an agreement and thus overcome situations of impasse or lack of understanding in the credit relationship.

The Credit Ombudsman is also responsible for promoting financial literacy in credit matters and, to this end, should promote knowledge of citizens' rights and duties in this area, as well as providing any clarifications and information requested.

The Credit Ombudsman works alongside the Bank of Portugal, but has its own mission and powers, distinct from those of that institution, and enjoys impartiality and independence in carrying out its duties.

ALF, which represents Financial Leasing and Factoring - subject to supervision by the Bank of Portugal, and the Credit Ombudsman signed an institutional collaboration Protocol on March 31, 2025, which seeks to promote the dissemination of the figure and skills of the Credit Ombudsman and the exchange of good practices, among others.

Credit Ombudsman contacts:

Website: https://www.mediadordocredito.pt

Email: mediador.do.credito@bportugal.pt