Ombudsmanship is the link between Banco Sumitomo Mitsui Brasileiro S.A. and its customers and users of products and services. The Ombudsmanship is in charge of representing the customers, their points of view and interests within the Institution.

Its job is to assure the strict accomplishment of legal and regulation dispositions related to the rights of its customers and acts as a communication channel, including the mediation of conflicts.

What is the role of Ombudsmanship?

The Ombudsmanship is in charge of receiving, registering, instructing, analyzing and giving formal and adequate treatment to the complaints of the Bank’s customers and users of products and services.

It should also propose to the Board of Directors corrective or enhancement measures of procedures and routines as a result of the received complaints analysis, aiming to improve the services quality and strengthening the relationship between the Bank and the customer.

When does the customer must contact Ombudsmanship?

The customer must access the Ombudsmanship of the Institution whenever the attendance provided by the other channels was not satisfactory or whenever a solution have not been presented in the stipulated deadline.

When contacting Ombudsmanship of Banco Sumitomo Mitsui Brasileiro S/A it is necessary to provide the number of protocol related to the previous attendance obtained through SAC.


Access channels to Ombudsmanship:

By Phone:
0800 – 722 - 2762
From 10am to 4pm

By e-mail:
ouvidoria@smbcgroup.com.br

By letter:
Banco Sumitomo Mitsui Brasileiro S/A
Attn: Ombudsmanship
Av. Paulista, 37, 11º andar, conjunto 112.
Bela Vista – São Paulo – SP
CEP: 01311-902