---
title: "Ombudsman"
description: "Cumbuca is committed to ethics and transparency. The Ombudsman is the last-resort channel for customers who have already been served by support and still need further help. It is also the reporting channel to the Central Bank of Brazil."
url: "https://www.cumbuca.com/en/ombudsman"
lang: "en"
---

# Ombudsman

Regulatory · Ombudsman. Cumbuca is committed to ethics and transparency. The Ombudsman is the last-resort channel for customers who have already been served by support and still need further help. It is also the reporting channel to the Central Bank of Brazil.

- **Phone:** 0800 715 8075
- **Email:** ouvidoria@cumbuca.com
- **Hours:** Business days, 10am to 4pm (BRT)

> 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](mailto:suporte@cumbuca.com), for operational issues, usage questions and transaction incidents
- **Privacy / LGPD**, [privacidade@cumbuca.com](mailto:privacidade@cumbuca.com), to exercise rights over personal data
- **Security**, [security@cumbuca.com](mailto: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](tel:08007158075)
- **Email:** [ouvidoria@cumbuca.com](mailto:ouvidoria@cumbuca.com)
- **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 half: [Ombudsman half-yearly report](https://drive.google.com/file/d/1VSAKjTOzoqbCzWEnsCc1wUljDiapMcXz/view)

### 2025

- 2025 · 2nd half: [Ombudsman half-yearly report](https://drive.google.com/file/d/1ExF767rsmUkhxs_fBucg6WrlXUhVSynm/view)
- 2025 · 1st half: [Ombudsman half-yearly report](https://drive.google.com/file/d/14MCNiqkrRo5egj3iqruUb_qOMTQAHno1/view?usp=drive_link)

### 2024

- 2024 · 2nd half: [Ombudsman half-yearly report](https://drive.google.com/file/d/1IxMLpirSTqJuWPGFlm7NWItwfkEwZ1aX/view?usp=drive_link)
- 2024 · 1st half: [Ombudsman half-yearly report](https://drive.google.com/file/d/1zLZ41kdaAq-TmbWNY-8FnvhLiB8RY0WF/view?usp=drive_link)

### 2023

- 2023 · 2nd half: [Ombudsman half-yearly report](https://docs.google.com/presentation/d/e/2PACX-1vQhMexrs84kv1RSUcJOTEZwuuPROtDAFaGEiGsoKJ6thtxg-E5gu39HAFSOvS7NubW8YlMlWgS56m14/pub?start=false&loop=false&delayms=3000&slide=id.p1)
- 2023 · 1st half: [Ombudsman half-yearly report](https://drive.google.com/file/d/1jbSGW8O1XWwfEXoRG3rMazydBcWv7Xi4/view?usp=sharing)

To request a copy in another format or report discrepancies, write to [ouvidoria@cumbuca.com](mailto:ouvidoria@cumbuca.com).

---

## About Cumbuca

CUMBUCA Instituição de Pagamento Ltda., registered with the National Registry of Legal Entities of the Ministry of Finance (CNPJ/MF) under No. 44.353.942/0001-29, is authorized as a Payment Institution (IP), in the Payment Transaction Initiator (ITP) modality, regulated by the Central Bank of Brazil, pursuant to BCB Resolution No. 80 of March 25, 2021, and is a subsidiary of FAMÍLIA CUMBUCA HOLDING Ltda., registered with the CNPJ/MF under No. 32.670.659/0001-41.

CUMBUCA Serviços de Tecnologia Ltda., registered with the CNPJ/MF under No. 50.271.185/0001-47, is also part of the same corporate group.

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