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Complaints Policy

If you have a complaint about any aspect of our service, then we would like to hear from you. You can contact us by post, phone or email at [email protected]. Please address all correspondence to the Compliance Manager. 

Our complaints department will be best placed to receive your complaint and work with you to resolve it.

 

Ebury Complaints Procedure

Ebury Partners Belgium NV/SA has established an internal complaints procedure to ensure your complaint is dealt with efficiently and by the correct person. To help us investigate and resolve the problem as quickly as possible, please make sure you give us the following information:

  • Your name, address and Ebury account number
  • A clear description of your concern or complaint including details of the account or transaction (date/value/payment ID) involved
  • Details of what you would like us to do to put it right
  • Copies of any relevant documents, such as letters or emails
  • Information regarding any employee involved in the complaint (if applicable)
  • A daytime telephone number where we can contact you

We will try to resolve your complaint immediately and with minimum inconvenience to you. The first step is for us to be really clear on what the problem is and to identify with you what we can do to put it right. The more information you can give us the better.

Sometimes we will not be able to solve the problem for you immediately. If we are unable to resolve your complaint by the following day and if we have not already contacted you to agree with our proposal for resolving it, we will:

  • Send an acknowledgement of your complaint in writing within five (5) business days.
  • Confirm who will handle your complaint, and how you can contact them.

If your complaint is particularly complex in nature, we will keep you informed of the progress we are making as we continue our investigations.

In any event, we will endeavour to resolve your complaint and provide you with a full response within fifteen (15) business days following the receipt of your complaint. These may be extended up to thirty five (20) business days, where an answer cannot be provided due to reasons outside direct control.

All the complaints presented in the complaint book will be endeavour to resolve your complaint and provide you with a full response within ten (10) business days following the receipt of your complaint.

In our final response we will include:

  • A summary of your complaint
  • A summary of the outcome of our investigation
  • Whether we acknowledge there has been any fault on our side and whether the complaint will be upheld
  • Details of any offer to settle the complaint and how long this offer will remain open
  • If you are an eligible client, a notification of your right to refer the matter to the Financial Ombudsman Service.

If we are unable to provide you with a final response within thirty five (20) business days we will write to you with:

  • An explanation as to why we are unable to provide you with a final response and with an indication as to when you will get one. If you are an eligible client, a notification of your right to refer the matter to the Financial Ombudsman Service.

 

Entities to present a Complaint

Ebury Partners Belgium SA/NV Portugal Branch 

Mailing address:  

Avenida da Liberdade n.225, 4ºDto

1250-142 Lisboa

Website: https://www.ebury.pt/ 

Consumer line:+351 211121846

E-mail: [email protected]

Each client can present their complaint to Ebury through the following methods:

  • Email
  • Mail
  • Phone
  • By writing in the complaints book (at our offices) 
  • By writing in the electronic complaints book (digital)

Bank of Portugal 

Mailing address: 

R. do Comércio, 148

1100-150 Lisboa

Website: https://clientebancario.bportugal.pt/

Consumer line: +351 213130000

Each client can present their complaint to Bank of Portugal through the following methods:

  • Email
  • Mail
  • By writing in the Bank consumer website 

If your complaint is in relation to Data Protection, and we are unable to provide you with a final response within one calendar month we will write to you with:

  • An explanation as to why we are unable to provide you with a final response and with an indication as to when you will get one.

If you are an eligible client, a notification of your right to refer the matter to the Data Protection Supervisory authority. 

Kindly refer to our Privacy Policy for further information in regards to your rights as a data subject.