Alternative Dispute Resolution

If you wish to submit a complaint or grievance to Millennium bcp, you may do so through one of the following channels:

1. Through an online form.
2. On the website www.millenniumbcp.pt, after logging into your account, via the Banco Mail option and indicating "Complaint" in the subject line.
3. By calling Millennium bcp's Contact Center at:
   
   • 91 827 24 24 • 93 522 24 24 • 96 599 24 24 (call to national mobile network)
   • (+351) 21 005 24 24 (call to national landline network)
   Personalized service available 24 hours a day.
   The cost of the call depends on the rate agreed with your telecommunications provider.
4. By searching for and using the email address of your local branch under Where We Are.
5. Through the Customer Ombudsman using the contact form.

You must identify yourself by providing your full name and tax identification number (NIF).

Your complaint or grievance may be submitted in Portuguese, Spanish or English.

As a consumer, you may submit any low-value dispute (up to €5,000) related to banking products or services to arbitration or mediation through a consumer dispute resolution centre that is part of the Consumer Arbitration Network, without losing your right to take the matter to court.
The list and contact details of these entities are available on the Consumer Portal, managed by the Directorate-General for Consumers.
In addition, as a consumer, you may use alternative dispute resolution (ADR) through the entities that Millennium bcp has joined, listed below, when the dispute arises from:

• The provision of payment services or the issuance of electronic money
• The provision of basic banking services
• The granting of credit relating to immovable property under Decree-Law 74-A/2017
• The granting of consumer credit under Decree-Law 133/2009
• The marketing and advisory services related to structured deposits

Millennium bcp has joined the following ADR entities for the matters listed above:

• Lisbon Consumer Conflict Arbitration Centre
• Porto Consumer Information and Arbitration Centre

If the dispute is cross-border (for example, if you were living in another EU country or in a European country that is part of the FIN-NET network at the time of contracting the service), you may choose to submit the case to the Lisbon Consumer Conflict Arbitration Centre.

As a means of resolving disputes out of court arising from the formation, execution, or termination of an insurance contract, Millennium bcp, acting as an insurance intermediary, has joined:

• CIMPAS (Insurance Information, Mediation and Arbitration Centre – Mediation and Arbitration Service)

Under its protocol with the Portuguese Securities Market Commission (CMVM), Millennium bcp accepts the use of alternative dispute resolution mechanisms when:

• The dispute does not exceed €15,000
• It relates to financial intermediation activities carried out by non-professional investors
• The complaint has not been fully resolved after being submitted to the Bank and the CMVM

• Coimbra Region Consumer Conflict Arbitration Centre
• Lisbon Consumer Conflict Arbitration Centre
• Ave, Tâmega and Sousa Consumer Conflict Arbitration Centre
• Porto Consumer Information and Arbitration Centre
• Consumer Information, Mediation and Arbitration Centre – Consumer Arbitration Tribunal
• Algarve Consumer Information, Mediation and Arbitration Centre
• National Consumer Information and Arbitration Centre