The Bangko Sentral ng Pilipinas (BSP) recognizes your right as a consumer of financial products and services. If you have any complaint against a bank or any BSP-supervised financial institution (FI), the Financial Consumer Affairs Group (FCAG) may be enlisted to assist in the resolution of your concerns within our mandate.
However, we cannot entertain complaints involving:
- disputes emanating from a purely contractual relation between you and the bank/FI (e.g. labor contracts with the bank/FI);
- disputes over bank policies and procedures, such as administrative policies, which are not covered by banking laws or BSP regulations;
- matters which have been settled, whether judicially or extra-judicially or are currently pending with any court or quasi-judicial body; and
- matters that involve financial institutions not supervised by the BSP such as lending investors, finance companies, and insurance companies.
Before Filing Your Complaint with BSP
- Try to settle and discuss your problem directly with the bank or FI concerned. Contact the manager or any person in a position of authority in the bank/FI. This is the fastest and easiest way of dealing with your concern.
- We suggest that you put your complaint in writing so that management can officially deal with the issue/s you raise. In your written complaint, always remember to put the date, your name and your signature on the letter and keep a file copy duly received by the bank/FI.
Filing Your Complaint with BSP
- If you are unable to resolve the problem with the bank/FI concerned, you may submit your written complaint through mail, electronic mail, facsimile transmission (fax), or you may proceed to the office of FCAG.
- If you decide to submit your complaint through mail, via fax, or personally to FCAG’s office, please attach a duly-received copy of the letter complaint sent to the bank/FI, the bank’s or FI’s reply thereto and photocopies of any supporting letters or other documents that may help us better evaluate your complaint.
What BSP Will Do
- FCAG will contact you by telephone or in writing for additional information if required in the evaluation of your complaint. We will evaluate your complaint based on available documents and evidence for any infraction of banking laws and regulations that the FI may have committed.
- FCAG will also send the FI a copy of your letter with a request that management look into your concern and to communicate with you, copy furnished us.
- If for some reason you are not satisfied with the bank or FI’s actions, your case will be referred for mediation to the Public Assistance Panel of BSP’s Supervised Banks Complaints Evaluation Group (SBCEG).
If you need clarifications on how to deal with your problem with BSP-supervised financial institutions, please call, e-mail or write FCAG for information. We will be happy to answer your queries.
Contact Information
Financial Consumer Affairs Group
Central Supervisory Support Subsector
Bangko Sentral ng Pilipinas
5th floor Multi-Storey Building
BSP Complex, Ermita, Manila
Telephone Numbers:
Trunk Line: 524-7011, extension nos. 2584 and 2780
Direct Line: 523-3631
E-mail Address: consumeraffairs@bsp.gov.ph
MS. ELVIRA E. DITCHING-LORICO
Head
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