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How to File a BSP Consumer Complaint (2026)

File a complaint against BSP-supervised financial institutions — banks, e-money issuers, pawnshops, remittance agents. Step-by-step guide with template language.

⏱ BSP must acknowledge within 3 days; resolve within 20 business days

Step-by-Step Guide

  1. 1
    Exhaust the company's internal complaint process first (document every interaction — date, channel, reference number, name of agent).
  2. 2
    If no resolution within 15 days, go to the BSP Consumer Assistance Mechanism (CAM).
  3. 3
    Visit bsp.gov.ph → Consumer Protection → Consumer Assistance, or call the BSP Consumer Protection Hotline at (02) 8708-7087.
  4. 4
    Submit 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).
  5. 5
    Receive a reference number. Track status on the BSP portal.
  6. 6
    BSP mediates between you and the company. If mediation fails, BSP can refer to adjudication.
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Official Bangko Sentral ng Pilipinas portal

https://www.bsp.gov.ph/Pages/CONSUMERPROTECTION/ConsumerAssistance.aspx ↗

Frequently Asked Questions

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.

What documents should I prepare?

Prepare: valid government ID, contract or loan agreement, all written communication (printed emails, chat screenshots), payment receipts, and a detailed timeline of events.

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