On December 28, 2025, Act 10/2025, of December 26, regulating customer service came into force, establishing minimum quality and evaluation parameters for these services for sectors providing general-interest services and large companies.
The purpose of this regulation is to standardize customer service, accessibility, and complaint resolution standards, reinforcing the protection of consumers and users.
According to its transitory regime, companies falling within its scope must adapt their customer service within 12 months from its entry into force (i.e., before December 28, 2026).
This Legal Flash release focuses exclusively on the specific impact of this new regulation on the financial and insurance sectors and supplements our more general Legal Flash | Publication of the Customer Service Act regarding the contents of this regulation.
For more information, please contact our Knowledge and Innovation Area specialists.