BSP Complaint 2026: Hotline, Email & How to File
BSP Consumer Assistance Mechanism (CAM): file a complaint against banks, e-money issuers, pawnshops, and remittance agents via the BSP Online Buddy (BOB) chatbot, consumeraffairs@bsp.gov.ph, or the hotlines (02) 8708-7087 / 5306-2584 / 5306-2778. Step-by-step with template language.
📞 Bangko Sentral ng Pilipinas — contact at a glance
- Complaint hotlines
- (02) 8708-7087 · (02) 5306-2584 · (02) 5306-2778
- File online
- BSP Online Buddy (BOB) chatbot ↗
- Hours
- Mon–Fri, 8:00 AM–5:00 PM (not 24/7)
Step-by-Step Guide
- 1Exhaust the company's internal complaint process first (document every interaction — date, channel, reference number, name of agent).
- 2If no resolution within 15 days, go to the BSP Consumer Assistance Mechanism (CAM).
- 3File via the BSP Online Buddy (BOB) chatbot (BSP website, Facebook Messenger, or BSP mobile app) for an instant case reference number, email consumeraffairs@bsp.gov.ph, or call the BSP Consumer Assistance hotlines at (02) 8708-7087, (02) 5306-2584, or (02) 5306-2778 (Mon–Fri, 8 AM–5 PM).
- 4Submit your complaint with: full name, contact details, company name, account number if any, detailed narrative (dates, amounts, what happened, what you requested), and all supporting documents (screenshots, letters, emails, receipts).
- 5Receive a Case Reference Number. Track status via BOB or by replying to the BSP acknowledgment.
- 6BSP mediates between you and the company. If mediation fails, BSP can refer to adjudication.
We'll fill out and send the form for you
LabanPH pre-fills the official Bangko Sentral ng Pilipinas complaint form using your complaint data and sends it directly to consumeraffairs@bsp.gov.ph. You're CC'd on the email.
File via LabanPH →Official Bangko Sentral ng Pilipinas portal
https://www.bsp.gov.ph/Pages/InclusiveFinance/ConsumerAssistanceChannelsChatbot.aspx ↗Frequently Asked Questions
What is the BSP complaint hotline?
The BSP Consumer Assistance Mechanism hotlines are (02) 8708-7087, (02) 5306-2584, and (02) 5306-2778, open Monday to Friday, 8:00 AM to 5:00 PM. They are not a 24/7 line — to file outside office hours, use the BSP Online Buddy (BOB) chatbot or email consumeraffairs@bsp.gov.ph.
What is the BSP consumer affairs email?
consumeraffairs@bsp.gov.ph. Email complaints are acknowledged within 7 banking days. Include your full name, contact details, the company involved, your account number if any, a dated narrative of what happened, and supporting documents (screenshots, receipts, letters).
How do I file a BSP complaint online?
Use the BSP Online Buddy (BOB) chatbot, available on the BSP website, Facebook Messenger, and the BSP mobile app. BOB walks you through the Consumer Assistance Mechanism, issues a Case Reference Number immediately, and refers your complaint to the financial institution involved.
How long does a BSP complaint take?
BSP acknowledges email or postal complaints within 7 banking days, while BOB chat complaints receive a Case Reference Number instantly. Total resolution time depends on the complexity of the case and how quickly the financial institution involved responds.
Is M Lhuillier supervised by the BSP?
M Lhuillier is a non-bank financial institution that operates remittance and pawnshop services. BSP regulates these activities through the Anti-Money Laundering Act and related regulations. Pawnshop complaints fall under BSP supervision.
Is Global Mobility Service PH supervised by the BSP?
GMS PH is primarily an SEC-registered lending company, not a BSP-supervised institution. For GMS complaints, the SEC PH and DTI are the more appropriate regulators.
Ready to file?
Generate a pre-filled Bangko Sentral ng Pilipinas complaint letter in under 2 minutes — ready to copy or email.