You've probably heard about the Central Bank of Brazil, isn’t it? This, also known as BACEN, is a government entity of extreme importance to the country, being the holder of the entire national financial system and its due regulation. After all, we are talking about, nothing more, nothing less, than the “bank of banks”.
This is because the Central Bank, among many other functions, is responsible for supervising all financial institutions in the country. It also guarantees the public the maintenance of their rights and protects its users from excesses committed by banks.
Therefore, it is through this channel that you, the reader, can and should formalize any complaint against any bank or other subordinate institution that is failing to comply with the regulatory standards imposed by BACEN.
Want to find out how? Then check out the content we’ve prepared for you below!
When should I file a complaint with the Central Bank?
First of all, it is necessary to discuss some important details before filing a complaint against a financial institution. The first of these is about your previous relationship with the accused bank.
Many consumers end up feeling wronged by the services provided by the institution in question. This may be due to an undue charge, interest payments considered abusive, non-compliance with a contractual clause or other problems.
However, An attempt to resolve the issue directly with this company is required at first. To do this, we don't even need to say that you must be fully aware of your duties and rights in light of the problem you are facing, right?
This means that you need to be well aware of the entire situation and current legislation regarding the issue in question. If necessary, consult legal content to understand your rights and even better argue with the institution.
Well then. Once this is done, and after making at least one unsuccessful attempt to resolve the issue directly with your bank, it is time to contact BACEN. However, you must have the previous service protocol number with the institution at hand. Furthermore, if you have other forms of supporting documents, these can also be attached at the appropriate time.
From there, just follow our step-by-step guide to filing a complaint.
How do I file a complaint with BACEN?
Okay. You've already been stressed, argued, and been unable to reach a common agreement with your bank or financial institution. So, don't waste any more time or sleep, open a ticket with BACEN. It's simple, easy and fast, and you can do it either by phone or online.
Via internet
For this option, just access the website Central Bank and go directly to the “Access to BC Information” tab and then to the “Contact Us” option.
On this page, you will have several options, including the “Register your Complaint”, which must be accessed. Just fill in the requested fields, remembering that identification is not mandatory, and then describe the entire situation faced.
If there are any supporting documents, please attach them to your complaint. This will certainly speed up your service and also provide greater clarity of the facts for the BACEN analyst in charge.
At the end, you will be provided with a complaint registration number, which will allow you to track the entire process through the website itself. Just follow the same steps until you reach the “Contact Us” page and then click on the “Track demand”.
By phone
Another way to open a complaint and make a report is by calling 145. Service is available from Monday to Friday, from 8 am to 8 pm.
Just like online access, after opening a complaint, a protocol number will be provided so that the customer can track the progress of their claim. This verification can be done online or by telephone.
Filing a complaint with the Central Bank is easy, isn't it? However, it is important to remember that the Central Bank does not mediate or solve an individual's problem with the institution. In reality, the agency's role is to monitor, make improvements and even fine a financial institution when it fails to comply with any current regulations.
But then you must be wondering: why make a complaint if BACEN will not resolve my situation? And the answer is quite simple.
Although it cannot be resolved individually, after analyzing your case and verifying any non-compliance by the financial institution, BACEN will require corrective actions from the bank. With this, within 10 business days you will have access to the response regarding the problem mentioned and the measures to be taken. Then, you can contact the regulator again and demand that the regulator's determinations be complied with, if this is the case.
However, if you prefer, you can contact your local PROCON directly and start legal proceedings. Or, you can also seek the help of a private lawyer for the appropriate measures.
Whatever your choice, the important thing is to file a complaint with the Central Bank so that legal requirements can be met and charged. As citizens, we are more than just customers; we are a measure of how serious these financial institutions are at work. So let's all do our part to ensure that no one is harmed in the future!
And if you are one of those who learn better through video than reading, then watch the excellent video below and see how to make your complaint to the Central Bank!