The Bank of Portugal (BdP) announced this Wednesday that it confessed 9646 complaints from bank customers in the first half of the year, an average of 1607.7 per month, 1.9% lower than the monthly average of 2020.
“9646 complaints were received on matters within the scope of Banco de Portugal in the first half of 2021, which corresponds to an average of 1607.7 complaints per month and a reduction of 1.9% compared to the monthly average of 2020”, it can be read in the synopsis of behavioral supervision activities.
According to the document, “the reduction in the number of complaints associated with the coverage-19 pandemic mitigation measures, including the application of public and private moratoria” contributed to this evolution.
“Without these matters, the number of incoming complaints would have grown by 3.3%, compared to the monthly average for 2020”, indicates the BdP.
The institution also highlights the contribution of complaints on bank deposits to the reduction in complaints.
On the contrary, “increased complaints about credit to consumers”, the document reads.
The Electronic Complaints Book was the channel most used by bank customers (39.6% of incoming complaints).
Between January and July 2021, Banco de Portugal has 388 complaints from bank customers on matters related to measures to mitigate the effects of the pandemic.