We recognize your right as a consumer of financial products and services. For this reason, we aim to provide you with the highest quality of service possible. 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.
Where should you go?
Most often your problem/s with an FI can best be addressed by its particular section or department where the issue or transaction started. Immediately contact or personally talk to the Manager or Officer-In-Charge of the FI. This will give both of you the chance to clarify the issue/s.
What if you're unable to resolve the problem with the FI concerned?
-your concern is our concern
You may submit your written complaint through postal mail, electronic mail, facsimile transmission (fax), or you may proceed to the Bangko Sentral ng Pilipinas.
FCAG will be able to assist you better if you will provide the following:
- Typed or legibly printed complaint letter
- Telephone number/s where you can be reached during the day
- Detail of the issues being raised
- The resolution you are requesting
- Duly received copy of the letter complaint sent to the FI and the FI's reply, if any
- Copies of supporting letter or other documents that would substantiate or prove your claim
How do we do it?
FCAG will contact you by telephone or in writing for additional information, if necessary.
FCAG will also send the FI a copy of your letter with a request that management look into your concern and to directly communicate with you in writing, copy furnished us. If for some reason you are not satisfied with the FI's reply or actions, immediately give us your feedback so that we can proceed further with our validation process.
Please be informed, however, that FCAG cannot assist you on the following:
a. disputes emanating from a purely contractual relation between you and the FI (e.g. deposit contracts with the bank);
b. disputes over bank policies and procedures, such as administrative policies, which do not violate banking laws or BSP regulations;
c. cases which are currently pending with any court or quasi-judicial body; and
d. matters involving institutions not supervised by the BSP, such as lending investors, finance companies, and insurance companies.
Complaints not within our jurisdiction are sent to the appropriate government agency. You will receive a copy of the referral letter if your complaint is referred to another agency.
If you need clarifications on how to deal with your problem with BSP-supervised FIs, please call, e-mail or write FCAG for information. We will be happy to answer your queries.
Financial Consumer Affairs Group
Central Supervisory Support Subsector
Supervision and Examination Sector
Bangko Sentral ng Pilipinas
5th floor Multi-Storey Building
BSP Complex, A. Mabini St., Malate, 1004 Manila
Trunk Line: (632) 708-7701, extension nos. 2584
Direct Line: (632) 708-7087
Fax Number: (632) 708-7088
E-mail Address: email@example.com
Download FCAG/Consumer Assistance Mechanism Flyer