My padala was delayed or failed to go through — what are my rights?
Last updated: 2026-07-11 · Educational content; not legal advice.
Short answer
A remittance company is responsible for delivering your padala on the terms it disclosed, and it must give you a way to complain and a committed turn-around time to respond. Under RA 11765 (2022) you have the right to timely handling and redress; BSP's rules for Remittance and Transfer Companies (Memo M-2021-032) require the provider to run a complaint-escalation mechanism with a posted turn-around time. If the padala failed, you are entitled to the money back — including the fee for a service that was not delivered. Report it in writing with the reference number so the provider's clock starts, and escalate to the BSP if it is not resolved.
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Frequently asked
Am I entitled to a refund of the fee if the padala failed?
Yes. If the service was not delivered, you should get back the amount you sent and the fee charged for it — you paid for a transfer that did not happen. Put the demand in writing and attach the receipt and reference number.
How long does the provider have to act?
BSP requires each Remittance and Transfer Company to post a committed turn-around time for complaints (Memo M-2021-032). LabanPH does not quote a single fixed day-count because it is set at the provider level under RA 11765 and Circular 1160 — hold the provider to its own published turn-around, in writing.
What if the provider ignores me?
Inaction is itself a ground to escalate. File with the BSP Consumer Assistance Mechanism (BSP-CAM) under Circular 1169; per BSP's own FAQ, the entire BSP-CAM process may take 55 to 65 days from receipt of the complaint to its termination, and you do not need a lawyer.
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