What evidence do I need to file a BSP complaint?
Last updated: 2026-05-04 · Educational content; not legal advice.
Short answer
BSP requires (1) a written complaint identifying the supervised institution, (2) proof you first complained to the institution and 15 business days have passed without resolution, and (3) supporting documents — receipts, contract, written correspondence, screenshots. The Consumer Assistance Mechanism (CAM) under BSP Circular 1160 will not act on disputes that haven't first been raised with the financial service provider.
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Frequently asked
Do I need a notarised affidavit?
Not for the initial complaint. BSP's CAM accepts unsworn complaints; if the matter advances to formal adjudication, BSP may later require a verified complaint.
How do I prove I complained first?
Keep the institution's reference number, e-mail timestamps, or branch-level acknowledgment slip. Screenshots of in-app chat with timestamps are accepted.
What if the institution doesn't respond at all?
RA 11765 §6 sets a 15 business-day default; non-response itself is a documented violation and grounds for BSP to escalate.
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More questions
Do I need a notarised affidavit?
Not for the initial complaint. BSP CAM accepts unsworn complaints; if the matter advances to formal adjudication, BSP may later require a verified complaint.
- Source:BSP Consumer Assistance Mechanism
- Source:RA 11765 (FCPA, 2022)
Anong proof na nag-complain na ako sa institution?
Reference number, e-mail timestamps, branch acknowledgment slip, o screenshots ng in-app chat with timestamps. Lahat ay tinatanggap ng BSP CAM.
- Source:BSP Circular 1160 — IRR of RA 11765
- Source:RA 11765 (FCPA, 2022)
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