Bangko Sentral ng Pilipinas reports 72.6% surge in consumer complaints

The Bangko Sentral ng Pilipinas (BSP) reported a significant rise in consumer complaints in 2025, with the central bank receiving and processing over 120,000 new complaints through its Consumer Assistance Mechanism. This represents a 72.6% increase from the 70,112 complaints recorded in 2024. Since 2021, when the volume was 19,181, the number of complaints has increased more than sixfold.

The BSP attributed this surge to increased public awareness of its complaint channels, the wider adoption of digital banking and payment platforms, and heightened media attention regarding the Financial Consumer Protection Act and the Anti-Financial Account Scamming Act (Afasa).

Referrals to mediation rose 48.9% to 1,057 cases in 2025. Of the 876 mediation cases concluded during the year, 409 resulted in successful settlements, 144 failed to reach an agreement, and 323 were terminated for other reasons. The mediation success rate declined to 74% from 84.4% in 2024, which the BSP suggested may be due to consumers seeking alternative remedies such as adjudication or court action. The bank handled 68 formal adjudication cases in 2025, with 37 remaining pending at year-end.