Bangko Sentral ng Pilipinas (BSP)

If client had already raised the concern​ with the  BSP Supervised Financial Institutions (BSFI), but it remains unresolved, elevate the complaint to BSP. Here are the steps:

1. Prepare supporting documents and communications
2. Escalate to the BSP through the BSP Online Buddy (BOB)  which can be accessed by clicking the icon on the lower right corner of the page. Your complaint will be immediately processed.
3. You will be given a unique Case Reference Number to keep track of your concern.

Complaints can be filed through the BSP Online Buddy (BOB), through the following channels:

a. BSP Webchat – Visit BSP’s official website, https://www.bsp.gov.ph, and click the webchat feature;
b. Talk-to-BSP SMS – Send the details of your concern to 21582277 *data and SMS fees apply; and
c. BSP Facebook – www.facebook.com/BangkoSentralngPilipinas

BOB will guide you through the CAMS and is most convenient as it has the capability to respond to general concerns and automatically refer the same to the BSFI involved.

Alternatively, client may submit to BSP a duly accomplished Complaints, Inquiries and Requests (CIR) Form, which can be accessed through https://www.bsp.gov.ph/Inclusive Finance/CIRForm.docx. Accomplished form should be sent to the CIR form to consumeraffairs@bsp.gov.ph, and the same CIR Form should be used for follow-ups/subsequent issues on complaints filed against BSFIs.

Traditional complaints channel is still available:

a. Mail – send to:

Consumer Protection and Market Conduct Office
Strategic Communication and Advocacy
10th Floor Multi-Storey Building, BSP Complex, A. Mabini Street, Malate 1004 Manila

b. Fax – +632 8708-7088
c. Phone – Direct Line: (02) 5306-2584; (02) 8708-7087; Trunk Line: (02) 8708-7701 loc 2584
d. Walk in – Consumer Assistance Desk, Ground Floor, Multi-Storey Building, BSP Complex or at nearest BSP Regional Office and Branches.