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Customer Assistance

In our desire to serve you better, we have set up a mechanism that will allow you, our dear members, to bring your concerns to our attention. You may share your feedback through any of these channels:


You may call any of our branch offices. For concerns at the Head Office, you may call (02) 8911-2032 local 2502.

You may also call our Customer Care Hotline at the following numbers:

PLDT: (02) 8250 4667
Smart: 0998 848 5713
             0947 994 3285
Globe: 0917 841 8068
             0917 842 5650


A Snap Shot Customer Satisfaction Survey is available in our branch offices. Simply fill out the form and drop it in our suggestion box.


You may write the branch office near you.

For concerns at the Head Office, you may write the Consumer Assistance Group at 3F Corporate Affairs Division, AFPSLAI Building, Capinpin Avenue, Camp Aguinaldo, EDSA cor Col Bonny Serrano Road, Quezon City 1110.


Log on to www.afpslai.com.ph, and click CONTACT US on the lower part of the Home page. Go to Feedback/Concerns. Fill-in the data required in the Feedback/Concerns Form, then click SUBMIT.


If you wish to speak to someone in person about your concern, you may ask for the Consumer Assistance Officer or the Branch Head at our branch offices.


You may also e-mail us at info@afpslai.com.ph.


You may also file your concerns and complaints to the Bangko Sentral ng Pilipinas, Financial Consumer Protection Department. You may call (02) 8708-7087 or reach them thru e-mail at consumeraffairs@bsp.gov.ph.

For written complaints, do not forget to state your contact details such as your complete name, address and phone number so we know how to get in touch with you.

You will receive a letter containing an expectation of when we could provide you with a more substantive response to your concern, and a suitable solution.

Standard response time in resolving member concerns shall be as follows:

Acknowledgement within 2 working days 1 working day
Processing and resolution within 7 working days within 45 working days
Communication of resolution within 9 working days within 47 working days

We view complaints as positive and helpful feedback, and will do everything we can to resolve this fairly and quickly to your situation.

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