How do I complain about a remittance agent or padala counter?

Last updated: 2026-07-11 · Educational content; not legal advice.

Short answer

Complain first to the remittance company itself: every Remittance and Transfer Company must run a consumer-assistance mechanism with a posted turn-around time, and it is accountable for the acts of its sub-agents (BSP Memorandum M-2021-032). Put your complaint in writing with your receipt and reference number so the provider's clock starts. If it is unresolved or the provider does not act, escalate to the BSP Consumer Assistance Mechanism (BSP-CAM) under Circular 1169 — no lawyer needed. Per BSP's own FAQ, the entire BSP-CAM process may take 55 to 65 days from receipt of the complaint to its termination.

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Frequently asked

Do I complain to the agent or to BSP first?

To the provider first, through its Financial Consumer Protection Assistance Mechanism (FCPAM). BSP-CAM is a second-level recourse you use after reporting to the provider, or when the provider does not act on your complaint.

The counter was a sub-agent, not the main company — who is liable?

The Remittance and Transfer Company is responsible for the acts and omissions of its accredited sub-agents on its products (BSP Memo M-2021-032). Complain to the main company; it cannot disown a sub-agent it accredited.

How long does BSP take and do I need a lawyer?

No lawyer is needed for BSP-CAM. Per BSP's FAQ on Circular 1169, the entire BSP-CAM process may take 55 to 65 days from receipt of the complaint to termination.

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Related companies

M Lhuillier Financial Services

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