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Financial Literacy

Banks must resolve your dispute in 15 business days. Here is what to do if they don't

Sep 22, 2026 · 2 min readBy KasKasan Buddies

Banks, credit card companies, GCash, and Maya must follow complaint-resolution timelines, with consumers able to escalate unresolved disputes to the BSP.

  • Nag-complain ka sa banko mo, and weeks later, wala pa ring sagot. Here is what you need to know.
  • Under BSP Circular No. 1182 and RA 11765, all banks, credit card companies, GCash, and Maya are required by law to resolve your complaints within a set timeline:
  • ⏱️ Simple cases — about 7 to 10 business days

Banks, credit card companies, GCash, and Maya must follow complaint-resolution timelines, with consumers able to escalate unresolved disputes to the BSP.

  • Nag-complain ka sa banko mo, and weeks later, wala pa ring sagot. Here is what you need to know.
  • Under BSP Circular No. 1182 and RA 11765, all banks, credit card companies, GCash, and Maya are required by law to resolve your complaints within a set timeline:
  • ⏱️ Simple cases — about 7 to 10 business days

Nag-complain ka sa banko mo, and weeks later, wala pa ring sagot. Here is what you need to know. 

Under BSP Circular No. 1182 and RA 11765, all banks, credit card companies, GCash, and Maya are required by law to resolve your complaints within a set timeline:

⏱️ Simple cases — about 7 to 10 business days 

⏱️ Complex cases — up to 30 business days

And they must keep you updated the whole time. Silence is not acceptable under the law.

Here is your 4-step escalation path if they do not act:

Step 1 — File formally with your bank or e-wallet

Use their official complaint channel. Get a reference number. This is your first-level recourse and is required before escalating.

Step 2 — Escalate to BSP-CAM

If unresolved after the deadline — go to the BSP Online Buddy (BOB) chatbot via bsp.gov.ph or BSP Facebook Messenger. You will receive a BSP reference number confirming your complaint is logged.

Step 3 — BSP facilitates resolution

BSP will engage your bank directly and facilitate a resolution. Non-compliant banks face administrative sanctions.

Step 4 — Email BSP directly

If you cannot access BOB — email consumeraffairs@bsp.gov.ph with your complaint and proof that you already went through your bank's process.

This applies to banks, credit card companies, GCash, Maya, and all BSP-supervised institutions.

Save this. Share it with every Buddy who has ever been ignored by their bank. 👇

Source: BSP Circular No. 1182 (2023). RA 11765 (Financial Products and Services Consumer Protection Act). BSP Complaint Filing Guide, September 2025. Must go through the bank's FCPAM first before escalating to the BSP.