How do I file a complaint against my bank?
Last updated: 2026-07-12 · Educational content; not legal advice.
Short answer
Complain to your bank first, then escalate to the Bangko Sentral ng Pilipinas (BSP). Under RA 11765 (Financial Products and Services Consumer Protection Act, 2022) every BSP-supervised bank must operate a Financial Consumer Protection Assistance Mechanism (FCPAM) — put your complaint in writing through it (in-branch, email, or the bank's app) with your account/reference number, the amount, dates, what went wrong, and screenshots, so there is a timestamped record. If the bank fails to resolve it, escalate to the BSP Consumer Assistance Mechanism (BSP-CAM) under Circular 1169 (2023) — no lawyer needed; per BSP's own FAQ the process can take about 55–65 days from receipt to termination. For a money claim you would rather litigate, small claims in the Metropolitan/Municipal Trial Court is available without a lawyer for amounts up to ₱1,000,000 (A.M. No. 08-8-7-SC).
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Frequently asked
Do I complain to the bank or the BSP first?
The bank first, through its Financial Consumer Protection Assistance Mechanism (FCPAM), in writing. Only if it fails to resolve your complaint do you escalate to the BSP Consumer Assistance Mechanism (BSP-CAM) under Circular 1169.
How long does a BSP complaint take?
Per the BSP's own FAQ on Circular 1169, the BSP-CAM process can take roughly 55–65 days from receipt to termination. Keeping complete records (references, dates, screenshots) helps it move faster.
Can I go to small claims instead?
Yes, for a money claim up to ₱1,000,000 you can file in the Metropolitan/Municipal Trial Court small claims docket without a lawyer (A.M. No. 08-8-7-SC). BSP-CAM and small claims are different routes — pick by what you want (redress vs a court judgment).
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