Jennifer Byers May 24, 2017:

@Jerome Yes, as Mario said, any of the options with "number" could be correct. You seem to have lots of choices! As it's U.S. I'd be inclined to go for "support ticket number" (as per Gilmar) or "case number", as you said. Glad we could help.

Teresa Freixinho May 24, 2017:

I understand your point Mario. You are right in that sense. In fact, the physical element (the piece of paper usually issued with a bank operation) is just the media for the relevant information. I agree with your explanation: "it's either a ticket or a filing number, but not the compaint itself"

Jerome Ellis (asker) May 24, 2017:

Another possibility, used commonly in the US, is "case number."

Jerome Ellis (asker) May 24, 2017:

Thank you all so much for this thorough discussion! I lean toward "claim/complaint reference number" but I am going to mention several of these possibilities to the client.

Mario Freitas May 24, 2017:

Protocolo The "protocolo" may refer to a complaint or any other issue the client is handling at the bank or any other institution. It refers to a number or an evidence of registration or filing. If the matter is a complaint, the "protocolo" would be the receipt that evidences the proceedings and the submission to the department in charge (in this case, the ombudsman). So, it's either a ticket or a filing number, but not the compaint itself. IMO, all suggestions with the word "number" are correct. But I don't agree with "slip" (Teresa). The slip would be a document issued by the bank for payment purposes or evidencing a payment, not a complaint or any other bureaucratic action.

Teresa Freixinho May 24, 2017:

Jennifer, this message - "Se não ficar satisfeito com a solução apresentada, de posse do protocolo, contate a Ouvidoria" - can be found in several bank documents, including online documents. This is a kind of standard footnote. In other words it reminds the client that prior to contacting the Ombudsman he/she must be prepared to provide the data printed in a slip issued upon his/her bank service. Perhaps Jerome could choose "bank slip" for "protocolo".

Look at this:
https://www.itaucorretora.com.br/explore/recomendacoes-mensa...

Jennifer Byers May 24, 2017:

Protocolo etc Thanks Teresa. Yes, I'm well aware of all that - I've lived here all my life! The point I was trying to make, is whether the protocolo in this case COULD refer to a complaint. i.e. the customer is dissatisfied about something, makes a complaint and gets a "protocolo" (as you have illustrated). The note says "If you're not satisfied with the solution, contact the ombudsman with the protocolo (for reference of your complaint, one surmises)." Therefore, it wouldn't IN THIS CASE be the transaction slip, it would be a claim reference number. IMHO.

Teresa Freixinho May 23, 2017:

And here you can see a "protocolo de depósito bancário" (bank deposit slip?). So, "protocolo" is the proof of any operation. It shows a unique number. http://2.bp.blogspot.com/-TnKKhMn1e6E/U58vVaYhzKI/AAAAAAAADq...

Teresa Freixinho May 23, 2017:

Another exemple of protocolo. If you wish to talk to the bank manager you have to wait for your turn. So you take a slip (protocolo) and sit until your number is displayed. Here you are an example: https://igx.4sqi.net/img/general/600x600/86299401_N5kL7habpm...

Teresa Freixinho May 23, 2017:

Jennifer, this is just one possible meaning for "protocolo". When you call a gas/phone/electric power company to complaint about a service, they will tell you a number ("Número de Protocolo") for you to follow up the repair. However, in various other contexts "protocolo" is a piece of paper which serves as a material proof of an operation. If you present a document required by a government authority, they will give you a document stating they have received it. This document acknowledging receipt of a required document is called "protocolo". In case of bank operations is the same. If you make a deposit in someone else's account you have the option to print this operation slip and give it to the person/company as a proof that you have made the deposit. You can give it in hands or even scan it and attach to an email.

Jerome Ellis (asker) May 23, 2017:

Thank you for your help, Jennifer! The sentence before reads: "Reclamações, cancelamentos e informações gerais, ligue para o SAC: 0800 722 7377, todos os dias, 24 horas por dia. Se não ficar satisfeito...

Jennifer Byers May 23, 2017:

Protocolo/comprovante It sounds to me like this "protocolo" refers to some sort of complaint, for which in Brazil you normally get a protocolo of the phone call/email/contact made. Perhaps a bit more context - i.e. what does it say before "Se não ficar satisfeito com a solução apresentada ..." ? If it were referring to the transaction slip, wouldn't they use "comprovante"?