Bangko Sentral ng Pilipinas in Quezon City, National Capital Region

The Bangko Sentral ng Pilipinas operates a public-facing portal for filing consumer complaints against BSP-supervised financial institutions. The portal is the entry point for the BSP Consumer Assistance Mechanism (BSP-CAM) operated by the Consumer Protection and Market Conduct Office (CPMCO). It accepts complaints once the consumer has first sought resolution from the institution and either received no resolution or no response within the institution's published response window.

The Bangko Sentral ng Pilipinas Media and Research section hosts public information materials including the consumer education series, primer publications and 'How to file a complaint' instructional materials. Guides escalate to this portal as the canonical instruction set for complaint procedures against BSP-supervised institutions.

BSP Circular No. 1160, Series of 2023, promulgates the Implementing Rules and Regulations of RA 11765 for BSP-supervised financial institutions (BSFIs). It operationalizes consumer rights to equitable treatment, transparency, fair-dealing, financial education, complaint handling, and data privacy. It requires BSFIs to maintain a Financial Consumer Protection Assistance Mechanism with stated turnaround times — acknowledgment within two (2) business days and resolution of straightforward complaints within seven (7) business days from receipt — and embeds escalation pathways to BSP's Consumer Assistance Mechanism.

BSP Circular No. 1048, Series of 2019, amends regulations on the disclosure of effective interest rates, finance charges and other costs of borrowing for credit transactions of BSP-supervised institutions. The circular is cited by consumer guides addressing vehicle financing — including arrangements that bundle GPS tracking and remote-immobilisation devices — to argue that all costs and conditions, including IoT-imposed restrictions on use of the financed vehicle, must be clearly disclosed before contract signing.

BSP Circular No. 857, Series of 2014, established the original Financial Consumer Protection Framework for BSP-supervised institutions. It set the consumer-protection standards on disclosure and transparency, protection of client information, fair treatment, effective recourse, and financial education. Circular 857 was the precursor regime later updated and replaced by RA 11765 and Circular 1160 (2023), but it remains a primary source for older complaint patterns and is still cited in BSP Consumer Assistance Mechanism materials.