The purpose of the Ombudsman’s Office is to respond, as a last instance, demands of customers and users of products and services that have not been resolved by BANCO XCMG‘s Customer Service Department (SAC), as well as to act as a channel of communication between BANCO XCMG and customers and users of products and services, including the mediation of conflicts.

The Ombudsman’s Office is responsible for attending, registering, instructing, analyzing and giving formal and appropriate treatment to the demands of customers and users of products and services; providing clarification to claimants on the progress of claims, informing them of the deadline for response; sending a conclusive response to the claim within 10 working days.

Our office hours are Monday thru Friday from 8:00 a.m. to 12:30 p.m. and from 2:00 p.m. to 5:30 p.m. Brasília time.

Source: Articles 3 and 6 of CMN RESOLUTION No. 4.860, OCTOBER 23rd, 2020 – Provides for the establishment and operation of an organizational ombudsman component by institutions authorized to operate by the Central Bank of Brazil.

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