How to File a Regulatory Complaint
Investors and market participants in Angola have formal channels to file complaints against financial institutions, intermediaries, and insurance companies. The three principal regulators each handle complaints within their jurisdiction.
CMC — Capital Markets Complaints
The Comissao do Mercado de Capitais handles complaints related to securities transactions, broker misconduct, disclosure failures, and capital markets fraud.
How to file:
- Online: Submit through the CMC’s electronic complaints portal on cmc.gv.ao
- Written: Mail a formal complaint letter to Rua do 1 Congresso do MPLA, Luanda
- In person: Visit CMC headquarters during business hours (Monday-Friday, 8:00-15:30)
Required information:
- Full name, NIF (tax identification number), and contact details
- Name of the entity or individual against whom the complaint is filed
- Detailed description of the facts, including dates and transaction references
- Supporting documentation (account statements, correspondence, contracts)
Timeline: The CMC acknowledges receipt within 10 business days and aims to resolve complaints within 90 business days.
BNA — Banking Complaints
The Banco Nacional de Angola handles complaints against commercial banks, payment institutions, and other BNA-licensed entities.
How to file:
- Online: Through the BNA’s consumer complaints system on bna.ao
- Written: Addressed to the Departamento de Supervisao Comportamental
- Telephone: BNA consumer hotline
Common complaint categories:
- Unauthorized fees or charges
- Account access issues
- FX transaction disputes
- Loan servicing complaints
- KYC/AML documentation disputes
Timeline: Banks must respond to the BNA within 30 days of receiving a complaint referral.
ARSEG — Insurance Complaints
The Agencia de Regulacao e Supervisao de Seguros handles complaints related to insurance products, claims processing, and insurance intermediary conduct.
How to file:
- Online: Through the ARSEG website at arseg.ao
- Written: Formal letter to the ARSEG Directorate of Supervision
Escalation Options
| Step | Action |
|---|---|
| 1 | Complain directly to the financial institution |
| 2 | If unresolved within 30 days, escalate to the relevant regulator |
| 3 | If the regulator’s decision is unsatisfactory, seek judicial recourse |
| 4 | For securities fraud, report to the Procuradoria-Geral da Republica |
Investors are encouraged to retain all documentation and correspondence related to their complaint. The regulatory resources page provides direct links to all complaint portals.