Complaints procedure

How to contact us

If you are not satisfied with our service, please tell us. You can contact our customer service (SAC) through the secure mailbox in the client portal, by email at (not yet published), by telephone on (not yet published), or in writing to (not yet published). Please give your account number, a description of the problem and what you would like us to do.

What happens next

• You receive a protocol number when you contact us, so you can follow up.
• A member of staff not involved in the matter reviews your complaint.
• We aim to resolve your request and send you a conclusive written answer within 7 (seven) calendar days, in line with the customer-service rules of Decree 11.034/2022.
• If you ask, we send you the record of your contact and our answer.

If you remain dissatisfied

You may also contact the consumer-protection bodies: the consumidor.gov.br platform, the Procon of your state or municipality, or the courts, including the Special Civil Courts (Juizados Especiais Cíveis). Privacy matters may also be taken to the National Data Protection Authority (ANPD).

Records

We keep a record of every complaint and its outcome and use complaints to improve our service.