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Philippines central bank reports increase in financial complaints

The Philippines' central bank, Bangko Sentral ng Pilipinas (BSP), reported a 15% rise in consumer complaints last year, totalling 22,142 cases, up from 19,181 in 2021. About 75% of these were processed through the BSP Online Buddy (BOB), an AI-driven chatbot that allows customers to raise complaints against BSP-supervised financial institutions (BSFIs). The chatbot operates 24/7, providing immediate responses and forwarding complaints to the relevant BSFIs. The BSP also introduced a new, user-friendly complaint, inquiries, and request (CIR) form as part of its consumer assistance mechanism. Following the passage of the Financial Products and Services Consumer Protection Act, the BSP established the Consumer Complaints Resolution Office to adjudicate complaints related to financial transactions, products, and services.


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