Customers and prospective customers who wish to express dissatisfaction regarding a product, service, or the quality of service provided may submit a formal complaint, which will be reviewed and handled by Bison Bank.
Bison Bank is committed to protecting the rights and legitimate interests of its customers and prospective customers, ensuring that all complaints are handled in a fair, transparent, and personalized manner. The Bank is equally committed to maintaining and strengthening a constructive relationship with its clients.
The recommendations issued by the body responsible for complaint handling at Bison Bank are binding on all Bank bodies, subject to approval by the Executive Committee.
Customers and prospective customers may submit a complaint at any time, whether during the onboarding process, throughout the duration of a contractual relationship, or when using investment services, if they believe the Bank has not acted appropriately.
The right to lodge a complaint is available to all customers and prospective customers, provided that the subject matter relates directly to the activities carried out by the Bank.
Complaints must be submitted within a maximum period of two (2) years from the date of the event or from the date on which the complainant became aware of it.
When submitting a complaint, the complainant should, whenever possible, provide the following information:
- Full name of the complainant and, where applicable, their representative;
- Contact details of the complainant and, where applicable, their representative;
- Identification document number of the complainant;
- A valid power of attorney, with explicit authority, if the complaint is submitted by a representative;
- Date and place of the complaint; and
- A description of the facts giving rise to the complaint, including the parties involved and the relevant dates, unless this is manifestly impossible.
Complaints may be submitted through the following channels:
- By post: Bison Bank – Compliance Department, Rua Barata Salgueiro, nº 33, Floor 0, 1250-042 Lisbon, Portugal
- By email: provedoriacliente@bisonbank.com
- In person, by completing the Physical Complaints Book available at the Bank’s head office; or
- Online, via the Electronic Complaints Book: https://www.livroreclamacoes.pt
The Complaints Book is provided immediately and free of charge upon request. Complaint forms are forwarded to the relevant regulatory and supervisory authorities.
If access to the Complaints Book is refused, the complainant may request the presence of a police authority, which is required to record the incident and report it to the competent supervisory authorities.
The complainant also has the right to submit complaints directly to the relevant regulatory authorities, namely Banco de Portugal or the Portuguese Securities Market Commission (CMVM).
Upon receipt of a complaint through any of the above channels, the responsible body at Bison Bank will assess it in a reasoned, impartial, transparent, and timely manner.
A written response will be provided within a maximum of 15 days from receipt of the complaint, using clear and understandable language.
Where, due to the complexity of the matter, it is not possible to meet this deadline, the complainant and the relevant authorities will be informed of the status of the review and the steps being taken.
All complaints and supporting documentation will be retained for a period of five (5) years from the date the complaint is closed.
To request the closure of your account, you must submit the request using the dedicated form available in your client area. Once completed, the form must be sent via secure message to ensure confidentiality and proper validation of the instruction.
Steps to follow:
- Access your client area.
- Complete the account closure request form.
- Send the form using the secure messaging feature.
- Once the request has been validated and the conditions outlined above have been verified, the account will be closed within an indicative period of 30 business days. Confirmation will be sent to you via secure message.
Access the account closure form
Account closure is subject to verification that there are no outstanding balances, pending transactions, or other associated obligations.
For any additional clarification, please contact us through the usual customer support channels.
