BSP Complaint Hotline & Email — (02) 8708-7087, consumeraffairs@bsp.gov.ph
BSP Consumer Assistance hotlines: (02) 8708-7087, 5306-2584, 5306-2778 — Mon–Fri 8AM–5PM, NOT 24/7. Outside those hours use the BOB chatbot or email consumeraffairs@bsp.gov.ph. Who BSP covers, what to include, and the letter to send.
Bangko Sentral ng Pilipinas — contact at a glance
- Complaint hotlines
- (02) 8708-7087 (02) 5306-2584 (02) 5306-2778
- Complaint email
- consumeraffairs@bsp.gov.ph
- File online
- BSP Online Buddy (BOB) chatbot ↗
- Hours
- Mon–Fri, 8:00 AM–5:00 PM (not 24/7)
Tap to call · Mon–Fri, 8:00 AM–5:00 PM (not 24/7)
Already filed? How to track and follow up on a BSP complaint
Filing through the BSP Online Buddy (BOB) chatbot returns a Case Reference Number immediately. Email and hotline complaints do not, so keep your sent-mail copy as your own proof of filing. To check where your case stands, reply to the BSP acknowledgment quoting that reference, or ask BOB for the status. BSP-CAM publishes no fixed acknowledgment timeframe, so silence at two weeks is not itself a sign that anything has gone wrong — which is exactly why it is worth tracking your own dates rather than waiting on a deadline that was never set.
If you have heard nothing and want to follow up, the step that works is a written follow-up quoting your Case Reference Number, sent to consumeraffairs@bsp.gov.ph, with the date you first filed and a one-line restatement of what you asked for. LabanPH will write that follow-up for you and keep your case dates in one place, free and without an account: the escalation tracker is at labanph.org/escalate/tracker and the letter builder at labanph.org/complaints/build. The tracker records your reference number and each date, counts the banking days, and shows you the next rung of the ladder — written demand, BSP mediation, BSP adjudication under RA 11765 — so you always know what comes next.
One check worth doing before you wait any longer: if your complaint is against a lending or financing company rather than a bank or an e-money issuer, BSP will normally refer it to the Securities and Exchange Commission, because those companies are SEC-supervised. That referral can cost you weeks. If that is your situation, file with the SEC directly — the SEC route is here — and use the regulator checker if you are not sure which one you are dealing with.
Free · No lawyer · About 2 minutes
We write your BSP letter for you.
Addressed to consumeraffairs@bsp.gov.ph, citing RA 11765 and BSP Circular 1160. Copy it, email it, or print it.
How to File a BSP Complaint
- 1Exhaust the company's internal complaint process first (document every interaction — date, channel, reference number, name of agent).
- 2Give the company a reasonable deadline in writing — 15 days is a fair one to set — then 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.
Is the BSP complaint hotline open 24/7?
No. The BSP Consumer Assistance hotlines — (02) 8708-7087, (02) 5306-2584, and (02) 5306-2778 — operate Monday to Friday, 8:00 AM to 5:00 PM only, not 24/7. Outside those hours, use the BSP Online Buddy (BOB) chatbot, which you can reach anytime, or email consumeraffairs@bsp.gov.ph.
What is the BSP complaint email?
consumeraffairs@bsp.gov.ph is the official BSP Consumer Assistance Mechanism email address. BSP-CAM sets no fixed acknowledgment timeframe and response may take longer than usual — file with the company's own complaint channel first and keep proof of that step. 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).
What is the BSP Consumer Assistance Mechanism (CAM)?
The BSP Consumer Assistance Mechanism is the official channel for filing a complaint against a BSP-supervised institution — banks, e-money issuers, pawnshops, and remittance agents. You reach it via the BSP Online Buddy (BOB) chatbot, the consumeraffairs@bsp.gov.ph email, or the BSP Consumer Assistance hotlines. BSP first mediates between you and the company; if mediation fails, it can refer the case to adjudication.
What is BSP Online Buddy (BOB)?
BSP Online Buddy (BOB) is BSP's official chatbot for filing a Consumer Assistance Mechanism complaint. It's available on the BSP website, Facebook Messenger, and the BSP mobile app, and it issues a Case Reference Number immediately — unlike email or hotline complaints, for which BSP-CAM sets no fixed acknowledgment timeframe and response may take longer than usual.
How do I file a complaint with the BSP in the Philippines?
First, exhaust the company's own internal complaint process and keep records of every interaction (date, channel, reference number, agent name). Give the company a written deadline to resolve it — 15 days is reasonable, though no rule fixes the number — then file with the BSP Consumer Assistance Mechanism — via the BSP Online Buddy (BOB) chatbot, by emailing consumeraffairs@bsp.gov.ph, or by calling the BSP Consumer Assistance hotlines (Mon–Fri, 8 AM–5 PM). Include your full name, contact details, the company name, account number if any, a dated narrative, and supporting documents. BSP issues a Case Reference Number and mediates between you and the company.
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.
What is Bangko Sentral ng Pilipinas customer service for a complaint?
BSP's consumer-facing complaint channels are the BSP Online Buddy (BOB) chatbot, the consumeraffairs@bsp.gov.ph email, and the Consumer Assistance hotlines — (02) 8708-7087, (02) 5306-2584, (02) 5306-2778 — open Monday to Friday, 8:00 AM to 5:00 PM. Use these for a complaint about a bank, e-money issuer, pawnshop, or remittance company.
How long does a BSP complaint take?
BOB chat complaints receive a Case Reference Number instantly. For email or postal complaints, BSP-CAM sets no fixed acknowledgment timeframe and response may take longer than usual. Under BSP Circular 1169 / RA 11765, the bank or e-wallet itself has required timelines to act on your first-level complaint (reported acknowledgment windows range from about 2–7 business/banking days depending on the stage and source) — BSP-CAM is the second-level escalation if that doesn't resolve it.
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.
Can't afford a lawyer?
Free legal help is available in the Philippines — the Public Attorney's Office (PAO), IBP legal aid, law-school clinics, and the DOJ Action Center, organized by region.