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.
Primary sources
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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