Clients or non-Clients wishing to express dissatisfaction regarding product management, service delivery or service quality may formally address their claim which will be reviewed and dealt with by Bison Bank, S.A.
The Ombudsman Costumer Service serves the legitimate rights and interests of the Clients or non-Clients and assures them in a personalized way the monitoring of the claims within the Bank. There is always the concern to maintain and improve the understanding between the Client or non-Client and the Bank.
The recommendations of the Ombudsman Costumer Service are biding to all bank departments, after the approval of the Administration Board.
During the subscription or the course of a contract or when purchasing an investment service, Clients and non-Clients may exercise their right to claim if they believe that the Company has not acted properly.
The right to claim is recognized to all Clients or non-Clients, and the reason underlying the claim, meaning the content thereof, must be directly related to the activities developed by the Company.
Claims must be presented no later than 2 years after the occurrence or knowledge of the fact.
The Complainant shall endeavor to submit the following information whenever filing a Complaint:
Claims can be submitted through one of the following channels:
The Claim Book is available immediately and free of charge upon request and the respective complaint sheets are sent to the respective Regulatory and Supervisory Authority. If the Complainant eventually considers that there is a refusal in the delivery of the Claim Book, he may request the presence of the police authority in order to remove that refusal, and that authority is obliged to take note of the occurrence and make it known to the supervisor authorities.
The Complainant also has the right to submit complaints directly to the Regulatory and Supervisory Authority (Banco de Portugal or Comissão do Mercado de Valores Mobiliários).
The Bison Bank Ombudsman Client Service, upon receipt of a complaint by any of the channels above mentioned, proceeds with its analysis in a reasoned, impartial, transparent, prompt and equitable manner. This area also ensures compliance with the legal deadlines set for responses to the Complainant and the Regulatory and Supervisory Authorities.
In this sense, the Ombudsman Client Service communicates to the Complainant in writing, within 15 days from the date of receipt of the complaint, in a complete and substantiated manner, and in a clear and understandable language.
If this is not possible, given the complexity of the situation addressed, the Ombudsman Client Service shall keep the Complainant and the Regulatory and Supervisory Authorities informed of the steps taken.
The Ombudsman Client Service also ensures the archive of the claim and its supporting elements for a period of 5 years after its closing.
Bison Bank, S.A. became aware of the occurrence of fraudulent practices organized by third parties, through the use of the e-mail address “Bisonbankonlineeasyseuredtransfer@caramail.com”, that act on behalf of the institution.
In this sense, Bison Bank, S.A. informs that it does not grant any direct financing, loans or payments neither through intermediaries nor correspondents, and that it does not request any type of prior deposit for approval of financing or loans, neither in Portugal nor abroad (in this specific case in Germany).
In the event of any suspicious approach on behalf of Bison Bank, S.A., we would kindly request that you inform us, without prejudice to the communication of the case to the competent authorities.
In case of doubts and/or complaints about such practices, you can send an e-mail to: info@bisonbank.com.
If you ever find something misplaced or if you need further information, please contact us through ‘info@bisonbank.com’
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