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LEGAL

 

Complaints and alternative dispute resolution

1. DIF Broker complaints

If you are a Client or a potential Client of DIF BROKER and you want to make a complaint, you can do so through the following channels:

In person:

  • DIF Broker Headquarter: Avenida 24 Julho, nº 74 a 76,1200-869 LISBOA – Portugal

By digital means:

Through the COMPLAINT SUBMISSION FORM available here or in the web-site Complaint e-book.

All complaints received by any of the above means will be forwarded to the Complaints Service Department of DIF Broker, integrated in the Compliance Department, which acts with the necessary independence, thus ensuring an objective treatment of the same.

DIF Broker will confirm the admission of the complaint and ensure a response within 15 working days after receiving it.

 

2. Complaints before the supervisory entity

2.1 To CMVM:

You can address your complaint to the CMVM through one of the following channels:

  • By completing the complaints book of the complained institution, in this case Dif Broker, or
  • Directly to the CMVM, through a letter or form provided by the CMVM complaints: aqui;

Important: With the entry into force of Regulation 3/2019, the CMVM only accepts complaints at second instance, the process of which is described in the Investor Area, available on the CMVM website (www.cmvm.pt).

The terms of CMVM Regulation No. 2/2016 , the complaint gives rise to a complaint handling procedure that seeks to promote an extrajudicial dispute resolution.

 

3. Alternative Dispute Resolution

DIF Broker – Empresa de Investimento, S.A. (“DIF”) established a protocol with “CMVM” – Comissão do Mercado de Valores Mobiliários (Portuguese Securities Market Commission) allowing clients the use of alternative dispute resolution mechanisms for any conflict arising. This Mechanism is applicable when the dispute relates to financial intermediation activities involving non-professional investors, and the claim has not been fully addressed in the prior complaint submitted to DIF and CMVM, for amounts up to €15,000 (fifteen thousand euros). The available dispute resolution entities for this purpose are as follows:

  • Centro de Arbitragem de Conflitos de Consumo da Região de Coimbra (cacrc.pt)
  • Centro de Arbitragem de Conflitos de Consumo de Lisboa (centroarbitragemlisboa.pt)
  • Centro de Arbitragem de Conflitos de Consumo de Ave, Tâmega e Sousa (triave.pt)
  • Centro de Informação de Consumo e Arbitragem do Porto (cicap.pt)
  • Centro de Informação, Mediação e Arbitragem de Consumo – Tribunal Arbitral de Consumo (ciab.pt)
  • Centro de Informação, Mediação e Arbitragem do Algarve (consumoalgarve.pt)
  • Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (cniacc.pt)