PVB strives to be agile and responsive in providing financial services to its clients. It strictly adheres to the BSP Regulation on Financial Consumer Protection (BSP Circular No. 857) in providing “an enabling environment that protects the interest of financial consumers and institutionalizes the responsibilities of all stakeholders." As such, the Bank upholds the following consumer rights, as provided for under the Circular:

Right to information. The consumer has the right to be protected against fraudulent, dishonest or misleading advertising, labelling, promotion and the right to be given the facts and information needed to make an informed choice and to guide him in his dealings with the bank. Full disclosure and utmost transparency through ready access to information shall be a critical part in every transaction.

Right to choose. The consumer has the right to choose products at competitive prices with an assurance of satisfactory quality.

Right to redress. The consumer has the right to seek redress for misrepresentation, breach of contractual obligations, shoddy goods or unsatisfactory services.

Right to education. The consumer has the right to be adequately educated regarding features, terms, systems and procedures, and inherent risks of bank products and services, and his responsibilities as well.

PVB has a customer assistance mechanism that handles customer feedback and complaints towards improved customer experience. This mechanism covers processes and procedures in receiving, processing, evaluating, monitoring, interpreting, and resolving customer feedback and

complaints sent received through the following channels: branch, email, phone, and website,

All customer-facing departments are in charge of undertaking all necessary activities to address, resolve and report customer complaints within the prescribed turn-around-time of the Bank.