A complaint is any expression of dissatisfaction addressed to Sodefina by a customer or a third party concerning a product or service of the company. It differs from a simple request for information or a request to perform a contract (for example, a request for early repayment is not a complaint as long as it is processed normally). A complaint implies that you consider that your rights have not been respected or that the service provided is unsatisfactory.
Conversely, a simple request for information, a request for a duplicate document, or a request for normal performance of your contract (for example an early repayment request processed within the usual timeframe) does not constitute a complaint. These requests fall within the scope of our regular customer service, reachable via our contact form.
You can send us your complaint through the following channels, specifying your contract number and the nature of your request:
For better handling, attach to your complaint all the relevant documents (contract, previous exchanges, statements, etc.).
In accordance with the regulatory obligations set by the Banco de Portugal (Prudential Supervision and Resolution Authority), an acknowledgement of receipt is sent to you within 10 business days of receipt of your complaint, specifying the contact details of the department handling your case.
The final response to your complaint is provided within 2 months maximum of receipt (reduced to 15 business days for complaints relating to payment services). If your complaint requires further investigation and this deadline cannot be met, you will be informed with an indication of the additional time required.
If Sodefina's response to your complaint does not satisfy you, or if you have not received a response within the deadline, you may refer the matter free of charge to the consumer mediator appointed by Sodefina:
Tânia Silva Coelho
Rua A Gazeta d'Oeiras, 2 – 1º C, Edifício Horizonte, 2780-171 Oeiras
Website: www.livroreclamacoes.pt
To refer the matter to the mediator, you must have first contacted Sodefina in writing and not have obtained a satisfactory response within the 2-month period, or not have obtained any response at all. Referral to the mediator is free of charge for the consumer and suspends the limitation periods. Mediation is an amicable settlement method: if it is unsuccessful, you retain your right to refer the matter to the competent courts. For full details, see our dedicated consumer mediation page.
In accordance with European Regulation No. 524/2013 of 21 May 2013, you may also use the European online dispute resolution (ODR) platform managed by the European Commission, accessible at: ec.europa.eu/consumers/odr/. This platform facilitates contact with the competent mediator in the European Union, and is especially useful if you reside in another European Union member state, in addition to our usual complaint channels.
Any person with a contractual relationship with Sodefina — current customer, former customer, or third party involved in a transaction (for example a co-borrower) — may file a complaint. A duly authorised representative may also file a complaint on behalf of a customer. An authorised third party (lawyer, consumer association, representative) may likewise file a complaint on your behalf, provided they can justify their authority through an appropriate document (power of attorney, written mandate).
We encourage you to submit your complaints under your identity, in order to guarantee personalised handling and feedback tailored to your situation. An anonymous complaint cannot be followed up individually, but will nonetheless be taken into account in our overall analysis.
For optimal handling, your complaint should specify: your file or contract number, the precise nature of your dissatisfaction, the chronology of events, and the outcome you wish to obtain. Attach any relevant documents (contract, previous exchanges, statements).
Your complaint is investigated by a dedicated team, independent of the department that handled the disputed transaction, in order to guarantee the objectivity of the review. This team may need to contact you to obtain further information.
The response to your complaint sets out the conclusions of our review, any corrective measures implemented, and, in the event of rejection, the detailed grounds for that decision along with the remedies available to you.
Complaints specifically relating to a payment service (transfer, direct debit) benefit from a reduced processing time of 15 business days, in accordance with the European directive on payment services (PSD2).
Complaints relating to your optional borrower insurance are forwarded, where necessary, to our insurance partner, registered with the ASF (Autoridade de Supervisão de Seguros e Fundos de Pensões), while keeping a single point of contact with Sodefina.
If your complaint relates to a declaration of an incident to the credit incidents register (CRC), our team carries out a thorough review of the situation and, where an error is confirmed, initiates the correction procedure with the Banco de Portugal without delay.
In accordance with Portuguese regulations, you may also register your complaint in the electronic Livro de Reclamações set up by the Portuguese authorities, accessible at www.livroreclamacoes.pt, in addition to our internal channels.
If you consider that Sodefina has not met its obligations in handling complaints, you may bring the matter to the attention of the Banco de Portugal, the authority responsible for the supervision of credit institutions, whose role is detailed on our Banco de Portugal supervision page.
Sodefina carries out rigorous monitoring of the volume, nature and processing times of its complaints, as part of the regular reporting sent to its supervisory authorities, in accordance with the transparency requirements applicable to credit institutions.
Each complaint is analysed to identify any structural causes, so as to continuously improve our processes, our contractual documentation and the training of our teams. Complaints are therefore an essential tool for improving our quality of service.
Sodefina is committed to handling every complaint seriously, objectively and courteously, in strict compliance with regulatory deadlines, and to keeping you informed of the progress of your case throughout its processing.
Personal data collected in the course of handling your complaint is used exclusively for that purpose and retained for the period necessary to process your case and to meet legal retention obligations, in accordance with our data policy.
Does filing a complaint cost anything? No, filing a complaint with Sodefina is entirely free of charge.
Can I track the progress of my complaint? Yes, via the secure messaging service in your client area if you filed it through that channel.
What should I do if my case is urgent? Use the secure messaging service in your client area for immediate registration of your request.
Can I also use the Portuguese electronic Complaints Book? Yes, in addition to our internal channels, at www.livroreclamacoes.pt.
To file a complaint, contact us via the secure messaging service in your client area, our contact form (Mon-Fri 8:30 a.m.-7:30 p.m., Sat 8:30 a.m.-5:00 p.m.), or by registered post to the address of our registered office.
This page was last updated in June 2026.
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