It is possible to file a complaint with the Central Bank regarding a company or financial institution that does not comply with established regulations or that violates the Consumer Defense Code (CDC).
Any citizen who feels harmed by the practices of one of these companies and who cannot resolve it through the company’s communication channels, can submit an official complaint to the BC.
Complaints can be made to the Central Bank because this body acts as a regulator of banks and other financial institutions operating in Brazilian territory.
In this way, he receives complaints of various types and also denouncements related to infractions committed by companies. In this text you will better understand how a complaint at the Central Bank works and how to proceed to forward one.
What this article covers:
How to file a complaint with the Central Bank?
To file a complaint with the Central Bank, you must contact the body through its official communication channels, telephone and internet, or even in person at the BC headquarters located in Brasília.
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On the Central Bank website, in the “Fale Conosco” section, it is possible to check all the information necessary to open a complaint or file a report related to financial institutions.
When should I file a complaint with the Central Bank?
It is recommended that consumers file a complaint with the Central Bank when violations of the BC’s legal provisions and regulations are observed by financial companies that operate in Brazil under the authorization of the Central Bank.
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In other words, a formal complaint or complaint should only be made when the company actually violates the operating rules established by the BC.
Before filing a claim on the central bank properly, the Autarchy still recommends that the consumer first contact the company itself to resolve the problem directly with it. If the situation is not resolved, it is possible to forward it to the BC.
What are the steps to file a complaint with the Central Bank?
There are basically two steps to file a complaint with the Central Bank: the registration itself and the response. Check out how each one works below.
register complaint
This is the stage where in fact the consumer must make his complaint or complaint against the financial institution. In this context, it is necessary to access the means of communication made available by the BC (internet, telephone or in person) and follow the step by step to formally file the complaint.
getting the answer
After the complaint has been made, the complained companies have up to ten business days to respond. This is done by written means (email or correspondence) and the response comes from the company itself and not from the Central Bank.
Where can I file a complaint with the Central Bank?
To file a complaint with the Central Bank, it is possible to follow three different paths. Each of them has its own operations, but all are effective. See below for contact possibilities to make a complaint or report.
Telephone
The phone number to make a complaint is 145 or 0800 979 2345. Both numbers are open from Monday to Friday (except holidays) from 8 am to 8 pm.
Internet
On the internet it is possible to file a complaint through the official BC website, specifically through this link. It is necessary to log in with the account registered on the website or with the gov.br account.
Presential
The Central Bank’s face-to-face service is temporarily unavailable due to the Covid-19 pandemic. For this reason, the agency recommends that citizens seek assistance through the contacts mentioned above.
Who can file a complaint with the Central Bank?
It is possible for any natural or legal person to file a complaint with the Central Bank about financial institutions. It is only necessary, as previously mentioned, for the person to contact the complained company first to try to solve the problem. If that doesn’t work, the BC can be triggered.
