LODGING COMPLAINTS

Forms and means of lodging complaints with Banco de Moçambique

Complainants may lodge complaints against credit institutions and financial companies, in oral or written form at the headquarters or branches of the Banco de Moçambique, by physical form, letter, e-mail (reclamacoes@bancomoc.mz), e-form available on this page.

Toll Free Customer Service (08:00 am to 4:00 pm):

• (+258) 84 3168 500
• (+258) 83 3014 749

Documents for lodging complaints with the Banco de Moçambique

Financial consumers /complainants shall submit their complaints against complainee institutions to the Banco de Moçambique, along with the following items:

1. For Natural Persons:

1. 1. Complaint Registration Form, duly completed and signed by the complainant or his legal representative;
   2. Copy of identification document (ID Card, Passport, Identification Document of a Foreign Resident (DIRE) or any other valid document);
   3. A copy of the decision taken by the complainee institution; and
   4. Complaint supporting documents, if any.

2. For Legal persons:

1. 1. Complaint Registration Form, duly completed and signed by the complainant or his legal representative;

1. 2. Articles of Association of the Legal Person/ company published on the Official Gazette of the Republic of Mozambique (Boletim da República);
   3. Credential, power of attorney or meeting minutes of the company's corporate bodies (General Meeting or Board of Directors), regarding the appointment of its legal representative/director;
   4. Copy of the identification document of the company representative (ex: Identity Card, Identification Document of a Foreign Resident (DIRE), Passport, etc.)
   5. A copy of the decision taken by the complainee institution; and
   6. Documents supporting the complaint, if any.