The Femameial Consumer Affairs Groep Mandate, Inline” wih BSP financial literacy odvococy, Governor Amando M., Tetongco Jr, issued Office Order No, 892 on 16 October 2006 that created the Consumer Affairs Unit (CAU) of the: Sapervsion and Examination Sector (SES]. The group was established to support the SES in ensuring the protection of depositors and investors and enabling he sath and orderly funconing ofthe entre financial system, It was renomed to the Financial Consumer Affoirs Group (FCAG) by a cof Sector Order No. 02 Series of 2008 f var is eile i a cating and supporting the interest rhea -Focittngconmuricatin with BSP-syperised fnoncil ison Fi to adress consumer complains or cists; ies/services between the SES ‘ond the financial sector wit to use of bonkng services. iancil tracy program ofthe FCAG of SES cins to financial consumers concept and understanding of va and series of BSP-upervised Fl that wil help her -Aeque the necesor sis ond opprorate ative towards making informed deco ~ Identify their consumer rights and responsbiliti ‘activities or in coordination with Opi Nowy feud Reine Cee YA Tc Be 2007, Financial Consumer Affairs Group Central Supervisory Su Supervision and Examinati Bangko Sentral ng Pilipinas Sth floor Multi-storey Bt BSP Complex, Ermita 1800 Manila Bangko Sentral ng Pilipinas We recognize your right as a consumer of financial products, and services. For this reason, we aim te provide you with the highest quolity of service possible. HH you have any complaint against « bank or ony 85P-supervised financial institution (Fl), the Financial Consumer Affairs Group (FCAG) may be enlisted 10 assist in the resolution of your concerns hin our mandate.Having concerma with Finan eial loattetion FI - Typed or legibly printed complaint letter cclhensse eae ETI - Telephone rumber/s where you can be Most often your problem/s with an Fl can best be addressed by its particular section or department where the issue or transaction started. Immediately contact or personally talk to the Manager or Officer-In-Charge of the Fl. This will give both of you the chance to clarify the issve/s. We suggest that you put your complaint in writing so that the management can officially deal with your concern. In your written complaint, always remember to put the date, your name and your signature and keep a file copy duly received by the - your concern is our concern. You may submit your written complaint through postal mail, electronic mail, facsimile transmission (fax), or you may proceed fo the Bangko Sentral ng ilipinas. reached during the day - Detail of the issues being raised - The resolution you are requesting -Duly received copy of the letter complaint sent to the Fl and the Fl’s reply, if any - Copies of supporting letter or other documents that would substantiate or prove your claim. Hew de we do A? FCAG will contact you by telephone or in writing for additional information, if necessary. FCAG will also send the Fl a copy of your letter with a request that management look into your concern and to. directly communicate with you in writing, copy furnished us. If for some reason you are not satisfied with the Fl’s reply or actions, immediately give us pr feedback so that we can proceed further with our validation process. Please be informed, however, that FCAG cannot assist you on the following: a. disputes emanating from a purely contractual relation between you and the FI (e.g. deposit contracts with the bank); b. disputes over bank policies and procedures, such as administrative olicies, which do not violate banking laws or BSP regulations; ¢. cases which are currer ‘any court or quasi-judicial d. matters involvini institut not supervised by the Esp, such as lending investors, fir companies, an insurance omperties. y f Complaints not within our jurisdiction are sent to ippropriate government agency. You will receive a copy of the referral letter if your complaint is referred to another agency. If you need clarifications on how to deal with. your problem with BSP-supervised Fis, please call, e-mail or write FCAG for information. Contact details can be found at the back of this page. We willbe hoppy to onswer your queries.