The Financial Consumer Protection Assistance Mechanism (FCPAM), established by the Customer Experience Center (CXC), ensures that all complaints, inquiries, requests, recommendations, and commendations from existing and prospective clients are handled fairly, promptly, and consistently in accordance with the Bank’s consumer protection policies.
Our designated Customer Assistance Officers (CAOs) undergo regular and specialized training to strengthen both their technical expertise and customer‑handling skills, enabling them to effectively address concerns under the Bank’s Consumer Protection Program.
We conduct continuous education and awareness programs for our employees and partner service providers to ensure that everyone involved in delivering our products and services is well equipped to serve you responsibly and protect your rights as a financial consumer.
The Customer Experience Center (CXC) is composed of three (3) units: Customer Care, Insights & Governance, and Integration & Programs. These units work collaboratively to safeguard the interests and well-being of customers while addressing their financial needs. To support this mandate, the Bank has established related policies, including the BPI Financial Consumer Protection, and Handling Customer Feedback, which properly equip bank personnel in the effective and consistent handling of customer feedback.
To enhance customer satisfaction, we have simplified the feedback process through QR‑based customer feedback, replacing traditional forms. This allows for faster, more accurate collection of customer insights, which are regularly reviewed by senior management to drive targeted service improvements and enhance your banking experience.
In the fourth quarter of 2021, we also implemented Salesforce, a centralized enterprise system for managing customer complaints. This replaced the Customer Feedback Database established in 2017 and plays a vital role in identifying trends, areas for improvement, and corrective actions under the FCP Program.
As part of our FCPAM, different touch points or channels are in place where clients can file their feedback. These include our Contact Center via phone, e-mail, and social media accounts, CX Customer Care, branches, and the business units. Our employees are guided by the internal bank policies on FCP where client feedback, specifically complaints, are classified according to complexity which will determine the turnaround time within which the complaint should be addressed and resolved.
We take a vigilant and proactive approach in addressing customer feedback. In 2025, we achieved a 99.29% complaint resolution rate, with all reported complaints resolved by year‑end. There were no confirmed incidents of regulatory non‑compliance during the year, reflecting our continued commitment to service excellence.
Customer complaint trends and performance are regularly reported to Bank Management, reinforcing transparency, accountability, and enterprise‑wide improvement.
We regularly update our website and official social media pages with information on our products, services, and important advisories. These platforms are also used to share timely warnings on phishing, vishing, and other fraudulent schemes to help protect you from potential risks.
To ensure transparency and fairness, all marketing and customer‑facing materials undergo review to provide clear, accurate, and complete information. Customer engagements on our digital platforms are actively monitored, with insights used to continuously improve our services and customer experience.
Since the establishment of our Financial Consumer Protection Framework in 2017, we have consistently maintained full compliance with product and service regulations—strengthening trust, building confidence, and reinforcing our commitment to customer satisfaction.
