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TAKE AN UNRESOLVED COMPLAINT TO THE RIGHT OFFICE
Raise the problem with the provider first. State what happened and what you want it to do, and keep a copy of the complaint. If the concern involves a BSP-supervised financial institution and remains unresolved, the BSP’s consumer-assistance process provides a route for escalation.
The BSP Online Buddy, or BOB, can guide a complaint through that process. The BSP also accepts its Complaints, Inquiries and Requests form by email at [email protected]. Supporting records should include the complaint already sent to the institution and its reply, if any.
The correct regulator can depend on where the transfer was sent and which provider handled it. The US Consumer Financial Protection Bureau, for example, describes protections for covered transfers sent from the United States. Its cancellation and error-reporting rules should not be assumed to apply to every transfer from every country. Check the rules for the actual transaction rather than borrowing a deadline from someone else’s experience.
WHAT TO WATCH
The provider’s complaint procedure, any applicable reporting deadline and the regulator responsible for that service. Keep the complaint focused on the transaction and the result you are seeking.