Feedback and Complaints
We're here to help!
Our customers are our priority. We value your feedback, compliments, and complaints to help us improve your banking experience.
Contact us using any of the methods below to share your positive experiences, suggestions, or complaint details including what went wrong and how you’d like us to fix it.
Online
Use the buttons bellow to submit your feedback and complaints via our online forms
Send an email to: servicebsp@bsp.com.pg
Phone
Call us on: (+675) 320 1212 or 7030 1212 (24 hours, 7 days excluding Public Holidays)
What happens next?
Compliments and other feedback
We would love to hear about your positive experiences and use your feedback to recognise team members who go above and beyond.
Use the contact details above to let us know if you have received exceptional service or if you have suggestions on how we can improve. We’ll review and consider your feedback and may contact you should we require further information.
Complaints
Acknowledgement
Our team will contact you by phone or email within 24 hours of receiving your complaint and you will be provided a Complaint Acknowledgement Letter with a unique reference number.
Resolving your complaint
We will listen to your concerns, assess the information and work with you to find a fair and reasonable solution.
How long it will take
We do our best to resolve complaints within 30 days. If we cannot resolve the complaint within 30 days, we will advise you and state the reason for the delay.
If you are not happy with our response
If you have raised a complaint with us and you are not satisfied with the outcome or handling of your complaint, you can lodge a complaint with the Bank of Papua New Guinea.
Email: complaints@bankpng.gov.pg
Post: Customer Complaint Help Desk, P.O Box 121, Port Moresby, NCD, PNG
Customer Support Documents
| Customer Feedback & Complaints Guide | Customer Complaints FAQ |
The below FAQs relate specifically to Customer Complaints.
A complaint is when you are dissatisfied and want us to fix something. A complaint can be about our products, services, processes, staff, how you were treated, or the complaint handling process itself.
Online: Use our online complaint form
Email: Send an email to servicebsp@bsp.com.pg
Phone: Call us on (+675) 320 1212 or 7030 1212 (24 hours, 7 days excluding Public Holidays)
In branch: Visit us at your nearest branch
Depending on the type of complaint, most can be resolved on the spot or within a few days. If we are unable to immediately resolve your complaint, we will let you know and do our best to resolve your complaint within 30 business days.
You will receive a Complaint Acknowledgement Letter which contains a unique reference number. If you have not received your letter within 24 hours, please contact our Customer Call Centre on (+675) 320 1212 or 7030 1212.
You can quote your unique reference number at any BSP Branch or Customer Call Centre to track the status of your complaint.
If you have raised a complaint with us and you are not satisfied with the outcome or handling of your complaint, you can lodge a complaint with the Bank of Papua New Guinea.
Email: complaints@bankpng.gov.pg
Post: Customer Complaint Help Desk, P.O Box 121, Port Moresby, NCD, PNG.
Non-BSP customers can make general complaints related to BSP. If your complaint is about a non-BSP account or transaction, please contact your respective bank.