Courtesy translation. The Portuguese version is the legally binding document.
How the Ombudsman works
The Ombudsman is a regulatory channel required of financial and payment institutions in Brazil. Its role is to act as the last instance of the customer relationship, after the ordinary service channels have been exhausted.
The ombudsman is independent from operations and reports directly to the board. Every request is logged, answered within 10 business days and consolidated in a half-yearly report sent to the Central Bank of Brazil.
Before contacting the Ombudsman
Your request is probably resolved faster through the support channel:
- Customer support, suporte@cumbuca.com, for operational issues, usage questions and transaction incidents
- Privacy / LGPD, privacidade@cumbuca.com, to exercise rights over personal data
- Security, security@cumbuca.com, to report vulnerabilities or suspected fraud
The Ombudsman should be contacted when the support channel's answer was unsatisfactory, or when the matter involves the institution's conduct.
Service channels
- Phone
- 0800 715 8075
- Hours
- Business days, 10am to 4pm (BRT)
- Response time
- Up to 10 business days
Half-yearly reports
Consolidated reports of the requests received, published in compliance with CMN Resolution No. 4,860/2020 and later revisions:
2026
- 2026 · 1st halfOmbudsman half-yearly reportOpen
To request a copy in another format or report discrepancies, write to ouvidoria@cumbuca.com.