How do I file a complaint with the BSP, step by step?
Last updated: 2026-07-11 · Educational content; not legal advice.
Short answer
First, complain in writing to the bank, e-wallet, pawnshop, or remittance company and keep the reference number — under RA 11765 and BSP Circular 1160 the provider has a set period (about 15 business days) to resolve it, and the BSP Consumer Assistance Mechanism will not act until you have done this. If unresolved, file with the BSP through the BSP Online Buddy (BOB) chatbot for an instant reference number, by email to consumeraffairs@bsp.gov.ph, or by calling the CAM hotlines. Include your ID, the company, a dated narrative, your prior complaint reference, the relief you want, and your supporting documents.
Primary sources
Frequently asked
Do I have to complain to the company first?
Yes. BSP's Consumer Assistance Mechanism requires that you first raise the matter with the financial service provider and either receive no resolution or get no reply within the provider's response window (about 15 business days under RA 11765). Keep the reference number as proof.
What are the BSP filing channels?
The BSP Online Buddy (BOB) chatbot on the BSP website, Facebook Messenger, or the BSP mobile app; email to consumeraffairs@bsp.gov.ph; or the CAM hotlines during office hours. BOB gives you an instant case reference number.
What should I include?
Your full name and contact details, the institution involved, a dated narrative of what happened, your prior complaint reference, the relief you request (refund, correction, written explanation), and scanned documents — ID, contract or receipt, and screenshots.
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