E-Moneyger® (opens in a new tab)   

Ombudsman

What is Ombudsman?

Ombudsman is the link between SMBCB and its customers and users of products and services. The Ombudsman 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.

When must the customer contact Ombudsman?

The customer must access the Ombudsman 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 Ombudsman of SMBCB it is necessary to provide the number of protocol related to the previous attendance obtained through SAC.

What is the purpose of the Ombudsman?

The Ombudsman is responsible for receiving, recording, instructing, analyzing, and providing a formal and appropriate response to complaints from clients and users of the Bank's products and services. 
 
 It should also propose to the Bank's board corrective measures or improvements to procedures and routines as a result of the analysis of received complaints, aiming to enhance the quality of services provided and strengthen the relationship between the Bank and the client.

Access channels to Ombudsman

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

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

By Letter:
Banco Sumitomo Mitsui Brasileiro S/A
A/C Ouvidoria
Av. Paulista, 37, 12º andar.
Bela Vista – São Paulo – SP
CEP: 01311-902


Communication regarding Res. CMN 4860/20

Ombudsman Policy
Ombudsman Report 2024 - 1st semester
Ombudsman Report 2023 - 2nd semester
Ombudsman Report 2023 - 1st semester
Ombudsman Report 2022 - 2nd semester
Ombudsman Report 2022 - 1st semester
Ombudsman Report 2021 - 2nd semester
Ombudsman Report 2021 - 1st semester

Scroll to Top