Consumer Protection and Market Conduct Office (Cpmco) Complaints/Inquiry/Follow-Up/Rejoinder Form

CONSUMER PROTECTION AND MARKET CONDUCT OFFICE (CPMCO)
COMPLAINTS/INQUIRY/FOLLOW-UP/REJOINDER FORM
Date (Petsa): Time (Oras) *for walk-in filing only:
Consumer’s Name (Pangalan): Contact No. (Numero ng telepono):
E-Mail Address:
Address (Tirahan):
Financial institution involved (Bangko o financial institution na inirereklamo):
Nature of complaint (Klase ng reklamo):

New Complaint (Bagong reklamo) Inquiry (Tanong) Follow-up/Rejoinder (Follow-up o dagdag na
katanungan sa ibinigay na tugon ng bangko)
For Follow-up/Rejoinder, provide reference number For Follow-up/Rejoinder, provide date of initial referral
provided by the BSP (Ibigay ang reference number na to BSP (Ibigay ang petsa ng unang pagdulog sa BSP):
ibinigay ng BSP):
Details of complaint/inquiry/follow-up/rejoinder. Please attach supporting documents if available

(Detalye ng reklamo/tanong/follow-up/rejoinder. Pakilakip ang mga kaugnay na dokumento, kung mayroon):
For Follow-up/Rejoinder, provide summary of the financial institution’s reply (Buod ng sagot ng financial
institution):
______________________________
Name and Signature of
Consumer
Transmittal Note: you may send a soft copy of this form in .doc or .docx format to consumeraffairs@bsp.gov.ph
(Abiso sa pagpapadala: Maaaring ipadala ang dokumentong ito nang .doc o .docx format sa consumeraffairs@bsp.gov.ph)
(Pangalan at Lagda) .
*Important (Importante): Attach a copy of the financial institution’s reply (Ilakip ang kopya ng sagot ng financial institution)
What product/service is your concern related to? What channel was used when issue was encountered?
(Anong produkto/serbisyo kaugnay ang reklamo?) (Saan naranasan ang problema?)
Deposit Insurance ATM Third Party (i.e. Collection

Lending o Pautang Pawn brokerage o Sanglaan Internet Banking Agency, Cash Agent, Courier)
Investment o Remittance o Pera Padala Mobile Banking Telegraphic Transfer/ SWIFT
Pamumuhunan Customer Service Over-the-Counter/ Branch If others, please specify:
E-Money If others, please specify: Phone Banking _____________________
Credit Card _____________________
Foreign Exchange o
Money Changing
Where did the financial institution fail? Has the consumer raised this issue with
(Saan nagkulang ang financial institution?) Y N BSP before? (Nailapit na ba ang
problemang ito sa BSP dati?)
Disclosure and Transparency
Amount involved if applicable (Halaga ng salapi na
(Malinaw na pagpapaliwanag sa produkto o serbisyo)
kasangkot kung naaangkop):
Protection of Client Information
(Proteksyon ng personal na impormasyon)
Fair Treatment
(Patas na patakaran o pagtrato sa mga kliyente)
Effective Recourse or Handling of Complaints
(Maayos na pagtanggap o paghawak ng inyong reklamo)
Financial Education and Awareness
(Pagbibigay kaalaman ukol sa kamalayan sa pananalapi)
BSP-CPMCO Privacy Notice
By escalating your concern to the BSP, you agree that the BSP-CPMCO will collect your personal information such as name,
address, contact number, and email. The information will be shared with the concerned BSP Supervised Financial Institution
and/or BSP Supervising Department for appropriate action. The BSP is committed to ensuring the privacy and security of all
data collected, consistent with the Data Privacy Act of 2012, until the resolution of your concern. Data collected will be used
for purposes of our Consumer Assistance Mechanism and in the performance of BSP-CPMCO’s mandate. For any concerns on
the use of your data, you may contact the Lead Data Protection Officer of the BSP through dataprotection@bsp.gov.ph. The
BSP Privacy Policy may be accessed at https://www.bsp.gov.ph/Pages/AboutTheBank/BSPPrivacyPolicy.aspx
(Sa pagdulog ng iyong hinaing sa BSP, ikaw ay sumasang-ayon sa pagkolekta ng BSP-CPMCO ng iyong personal na
impormasyon tulad ng pangalan, tirahan, numero ng telepono, at email. Ang impormasyon na to ay ibabahagi sa kasangkot
na BSP Supervised Financial Institution o sa BSP Supervising Department para na naaangkop na aksyon. Ang BSP ay nakatuon
sa paninigurado nang pagkapribado at seguridad ng lahat ng nakolektang impormasyon, alinsunod sa Data Privact Act ng
2012, hanggang sa matugunan ang inyong hinaing. Ang nakolektang impormasyon ay gagamitin sa pagpapatupad ng aming
Consumer Assistance Mechanism at mandato ng BSP-CPMCO. Para sa anumang tanong ukol sa paggamit ng iyong personal
na impormasyon, maaari mong tawagan ang Lead Data Protection Officer ng BSP sa pamamagitan ng
dataprotection@bsp.gov.ph.Ang BSP Privacy Policy ay maaaring mabasa sa
https://www.bsp.gov.ph/Pages/AboutTheBank/BSPPrivacyPolicy.aspx )
I agree (Ako ay sumasang-ayon):
______________________________
Name and Signature of
Consumer
(Pangalan at Lagda)
For CPMCO Use Only
CPMCO Actions Taken:
For processing Wait for additional documents Others, please specify:
Consumer Specialist:
_______________
Date Encoded : ______________

Encoder : ______________
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CONSUMER PROTECTION AND MARKET CONDUCT OFFICE (CPMCO)

Date (Petsa): Time (Oras) *for walk-in filing only:

Consumer’s Name (Pangalan): Contact No. (Numero ng telepono):

Financial institution involved (Bangko o financial institution na inirereklamo):

Nature of complaint (Klase ng reklamo):

Details of complaint/inquiry/follow-up/rejoinder. Please attach supporting documents if available

Deposit Insurance ATM Third Party (i.e. Collection

I agree (Ako ay sumasang-ayon):

For processing Wait for additional documents Others, please specify:

Date Encoded : ______________

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