Ombudsman | Ouribank

The Ouribank Ombudsman provides last-resort assistance for demands related to the financial market and securities market, pursuant to Resolution CMN No. 4,860 of 23/10/2020 and Resolution CVM No. 43 of 17/08/2021, that have not been satisfactorily resolved through the usual service channels. The Ombudsman's Office does not replace conventional contact channels. In carrying out its activities, the Ombudsman is guided by the following values: compliance with laws and regulations, ethics, impartiality, confidentiality, independence, and transparency.

When contacting the Ombudsman, the plaintiff must identify himself, mentioning: name, CPF/CNPJ, contact details (telephone number, e-mail), subject, product/service, the institution's area/name of the employee previously contacted, description of the reasons for the demand. Anonymous communications will not be accepted. In the case of a matter pertaining to the Ombudsman's Office, the complainant will be informed of the protocol number and the regulatory deadline for a conclusive response.

Response Deadline

The deadline for a final response from the Ombudsman cannot exceed 10 (ten) business days and may be extended, exceptionally and in a justified manner, once, for an equal period, and the complainant must be informed of the reasons for the extension.