THE BANGKO SENTRAL ng Pilipinas (BSP) saw financial consumer complaints rise by over 70% in 2025 as tighter rules on customer protection against fraud and scams following the enactment of relevant laws were put in place. In a report, the central bank said it logged more than 120,000 new consumer complaints last year, 72.6% higher than the 70,112 recorded in 2024. The latest referral figures brought the central bank’s total mediation cases to 1,188, with 131 carried over from 2024. Meanwhile, 12 formal complaints were carried over from 2024, bringing the total formal complaints it handled last year to 68. The central bank said it enhanced its consumer protection framework last year, including integrating artificial intelligence in its consumer assistance chatbot BSP Online Buddy, enforcing tighter complaints reporting for banks, and issuing the implementing rules and regulations for AFASA.