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Complaints Management Service

Haitong Bank always seeks to provide the best service to its customers and is concerned with their level of satisfaction.

For this purpose, Haitong Bank offers a complaints management service that includes receiving, forwarding and handling the complaint, with specific procedures adopted in its assessment, decision and response.

Complaints can be addressed through the following means:

email: reclamacoes@haitongib.com 

letter: Haitong Bank, S.A. - Complaints Management Service
Edíficio Quartzo
Rua Alexandre Herculano, 38
1269-180 Lisbon - Portugal

The submission of a complaint to Haitong Bank does not invalidate its submission to the supervisory authorities, namely to Banco de Portugal and to the Securities Market Commission (CMVM).

The customer may also submit complaints through the Complaints Book, that is physically accessible at Haitong Bank's headquarters, and through the Electronic Complaints Book on the following link on the Bank's website:


Without prejudice to their access to the competent judicial means, Haitong Bank ensures that clients have access to effective and appropriate out-of-court means of complaint and dispute resolution, with a value equal to or less than the jurisdiction of the courts 1st instance, regarding the rights and obligations established in Decree-Law No. 107/2017, of 30 August.

Under current legislation, Haitong Bank informs that it has joined the following alternative dispute resolution entities:

Lisbon Consumer Conflict Arbitration Center (CACCL):


National Center for Information and Arbitration of Consumer Conflicts (CNIACC):



For more information about this service, contact the Compliance Department:

Phone: +351 21 319 6900

Email: compliance@haitongib.com