A free, fast and amicable dispute resolution option, available to you in the event of an unresolved dispute with our services.
In accordance with Portuguese law No. 144/2015 on alternative consumer dispute resolution, any consumer client may, after exhausting internal remedies (a written complaint sent to Fidexico's customer service), refer the matter free of charge to a competent alternative dispute resolution (ADR) body in Portugal. Mediation is an amicable means of resolving disputes, as an alternative to court proceedings.
To refer a matter to the mediator, you must have previously contacted Fidexico in writing and not received a satisfactory response within 2 months, or received no response at all. Referral to the mediator is free for the consumer and suspends limitation periods. Mediation may be used throughout the term of your contract and for 5 years after it ends.
In the event of an unresolved dispute with our services after exhausting internal remedies, you may refer the matter free of charge to the mediator appointed by Fidexico:
Tânia Silva Coelho
Rua A Gazeta d'Oeiras, 2 – 1º C, Edifício Horizonte, 2780-171 Oeiras
Website: www.livroreclamacoes.pt
Consumers may also record any complaint in the electronic Complaints Book set up by the Portuguese authorities, accessible at www.livroreclamacoes.pt.
In accordance with European regulation No. 524/2013 of 21 May 2013, you may also use the European Online Dispute Resolution (ODR) platform run by the European Commission, accessible at: ec.europa.eu/consumers/odr/. This platform makes it easier to connect with the competent mediator in the European Union.
Mediation does not deprive you of your right to bring the matter before the competent courts if it does not lead to a satisfactory outcome. It is free for the consumer and conducted by an independent third party. For any question, you can also consult our complaints charter.
Consumer mediation offers several advantages over a traditional court procedure: it is free for the consumer, generally faster (a few weeks to a few months compared with several years for a court case), less formal, and conducted by an independent third party specialising in consumer disputes. If it fails, it does not rule out subsequently taking the matter to the competent courts.
Before referring a matter to the mediator, you must send a written complaint to Fidexico, precisely detailing the subject of your dispute and enclosing the relevant supporting documents (contract, previous exchanges, statements). This step is a mandatory prerequisite for referral to the mediator.
In accordance with regulatory requirements, Fidexico has a maximum of 2 months to provide you with a final response to your complaint (reduced to 15 business days for complaints relating to payment services). An acknowledgement of receipt is sent to you within 10 business days.
If you are not satisfied with Fidexico's response, or if you have received no response within the given time frame, you may refer the matter free of charge to our appointed mediator. Referral can be made by post, enclosing a copy of your original complaint and the response received, if any.
The mediator reviews your case independently and impartially, taking into account the information provided by each party. They may request additional information from Fidexico or the consumer before formulating a proposal to resolve the dispute.
At the end of their review, the mediator formulates a proposal for an amicable resolution of the dispute. This proposal is not binding: each party remains free to accept or refuse it. If both parties accept, the proposed solution is implemented by Fidexico.
Fidexico is part of the European FIN-NET network, which brings together out-of-court settlement bodies for cross-border financial disputes within the European Economic Area. This network makes it easier to handle disputes when the consumer resides in a different Member State from the financial institution.
In accordance with Portuguese regulations, you can also record any complaint in the Livro de Reclamações (electronic Complaints Book) set up by the Portuguese authorities, accessible at www.livroreclamacoes.pt. This tool, available to all consumers operating in the Portuguese market, complements Fidexico's internal remedies.
Referring a matter to the mediator suspends the limitation periods applicable to your dispute, allowing you to use mediation without fear of losing your right of action if the amicable procedure fails. Mediation may be used throughout the term of your contract and for 5 years after it ends.
Referral to the consumer mediator appointed by Fidexico is entirely free for the consumer, in accordance with Portuguese law No. 144/2015 on alternative consumer dispute resolution. No fee may be charged to you at any stage of the procedure.
Exchanges that take place as part of the mediation procedure are subject to an obligation of confidentiality, on the part of both the mediator and the parties. Information exchanged during mediation generally cannot subsequently be used in court proceedings, unless the parties agree otherwise.
The mediator appointed by Fidexico carries out their mission with complete independence and impartiality, in accordance with the European Code of Conduct for Mediators. They are not a party to the dispute and act neither on behalf of the consumer nor of Fidexico.
If you reside in a European Union Member State other than Portugal, you can use the FIN-NET network to identify the competent mediation body in your country, which can cooperate with the mediator appointed by Fidexico to facilitate the handling of your case.
The consumer mediation procedure covers all disputes relating to the performance of your credit agreement: disputed instalments, disagreement over early repayment terms, disputes relating to optional borrower insurance, or any other dissatisfaction with the services provided by Fidexico.
Mediation does not replace a credit-granting decision: it cannot force Fidexico to grant financing that has been refused on the basis of a solvency assessment. It relates exclusively to the performance of contracts already concluded and the terms of the contractual relationship.
If you need help preparing your complaint file or understanding the mediation procedure, our customer service is available via our contact form to support you through the process.
Fidexico is committed to rigorously monitoring the volume and handling of complaints and mediation procedures initiated by its clients, as part of the regular reporting provided to its supervisory authorities, in accordance with the transparency requirements applicable to credit institutions.
The consumer mediation framework is part of the broader oversight exercised by the Banco de Portugal over the handling of client complaints by the credit institutions it supervises.
If mediation does not lead to a satisfactory solution, or if you refuse the mediator's proposal, you retain your full right to bring the matter before the competent courts to assert your rights, without any prejudice arising from having first used mediation.
Appointed mediator: Tânia Silva Coelho
Address: Rua A Gazeta d'Oeiras, 2 – 1º C, Edifício Horizonte, 2780-171 Oeiras, Portugal
Complaints Book website: www.livroreclamacoes.pt
European ODR platform: ec.europa.eu/consumers/odr/
Is mediation compulsory? No, it is optional, but recommended before taking any legal action.
How long does mediation take? The duration varies depending on the complexity of the case, generally from a few weeks to a few months.
Can I be assisted by a lawyer during mediation? Yes, nothing prevents you from seeking advice, although the procedure is designed to remain accessible without mandatory representation.
The mediation procedure is part of the broader framework described in our complaints charter, which details the complaint channels, processing times and remedies available to you in the event of dissatisfaction.
Fidexico regards consumer mediation as an essential tool in its relationship of trust with its clients. We are committed to fully cooperating with the appointed mediator and to seriously examining any amicable resolution proposal made as part of this procedure.
Before referring a matter to the mediator, we invite you to contact our customer service via our contact form: many disputes can be resolved quickly through direct dialogue with our teams, without the need to initiate a formal mediation procedure.
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