Feedback and Complaints
Our customers are our priority, and we value your feedback, suggestions, compliments and complaints to help us improve your banking experience.
Feedback
Please send your feedback and compliments to:
Email: BSPVanuatu@bsp.com.pg
Phone: (+678) 22084
In Branch: In writing or over the counter at your nearest branch.
Complaints
Our dedicated Customer Relations team is available to assist you.
You can submit a complaint through one of the following methods:
Online
Click on 'Submit a Complaint' to register your complaint using our Online Complaint Form.
Customer Call Centre
What Happens Next?
- Acknowledgement: You will receive a Complaint Acknowledgement Letter which contains a unique reference number. If you haven't received your letter within 24 hours, please contact our Customer Call Centre on (+678) 22084.
- Turnaround Time: 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, you will be advised and we will do our best to resolve your complaint within 30 days.
- Follow Up: You can quote your unique reference number at any BSP Branch or Customer Call Centre to track the status of your complaint.
Taking Your Complaint Further
If you are not satisfied with the outcome or handling of your complaint, you can lodge a complaint with the Bank of South Pacific (Vanuatu) Limited.
Before lodging a complaint with the Reserve Bank of Vanuatu (RBV), you are required to raise a complaint with us first.
Email: rbvinfo@rbv.gov.vu
Post: Reserve Bank of Vanuatu, PMB 9062 - Pierre Brunet Street, Port Vila, Vanuatu.
Customer Support Documents