Alternative Dispute Resolution 

In the event of a consumer dispute, the customer may resort to one of the following Arbitration Centres, which are part of the Consumer Arbitration Network:

• CNIACC - National Centre for Consumer Information and Arbitration 
• CICAP - Consumer Information and Arbitration Centre of Porto 
• CACCL - Lisbon Consumer Conflict Arbitration Centre

The list and contact details of these entities are made available by the Direção-Geral do Consumidor on the Consumer Portal.

In the event of a consumer dispute arising from contracts entered into online, customers may use the Electronic Platform for Online Dispute Resolution or the consumer alternative dispute resolution entity of the place of their domicile.

Alternative dispute resolution in the context of financial intermediation

On 13 November 2023, a Protocol on Alternative Dispute Resolution Mechanisms was signed between novobanco and the CMVM (Portuguese Securities Market Comission).

Alternative dispute resolution mechanisms aim to resolve conflicts in a more accessible, faster, simpler and generally less costly way when compared with the use of judicial means.

Accordingly, in its capacity as a financial intermediary, novobanco, through this protocol, accepts recourse to alternative dispute resolution mechanisms whenever the dispute concerns financial intermediation activities, as defined in article 289 of the Securities Code, and the amount in dispute does not exceed €15,000, provided that the claim of the customer consumer, acting as a non-professional investor, has not been fully met following a prior complaint submitted by that customer to novobanco and to the CMVM.

Customers may resort to the following Arbitration Centres of the Consumer Arbitration Network that are parties to the Protocol:

• Centro de Arbitragem de Conflitos de Consumo da Região de Coimbra ("CACRC")
• Centro de Arbitragem de Conflitos de Consumo de Lisboa ("CACCL")
• Centro de Arbitragem de Conflitos de Consumo do Ave, Tâmega e Sousa ("TRIAVE" )
• Centro de Informação de Consumo e Arbitragem do Porto ("CICAP" )
• Centro de Informação, Mediação e Arbitragem de Consumo (Tribunal Arbitral de Consumo) ("CIAB" )
• Centro de Informação, Mediação e Arbitragem do Algarve ("CIMAAL" )
• Centro Nacional de informação e Arbitragem de Conflitos de Consumo ("CNIACC" )

The contact details of these Arbitration Centres are made available by the Direção-Geral do Consumidor on the Consumer Portal.

For more information, please visit the CMVM website