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Complaint & Redress



Procedure on lodging complaint

Step 1: Refer to the relevant financial institution


Submit complaint to your Financial Service Provider’s (FSP) Complaints Unit*

Receive feedback within 14 days (follow-up with FSP if no response)

If dissatisfied with the response / no response on final decision after 60 days

Submit a further complaint via redress channel

*Details of FSPs’ Complaints Units under Bank Negara Malaysia's purview can be obtained from the following links:

  1. Commercial Banks, Islamic Banks and Development Financial Institutions

  2. Insurers and Takaful Operators

  3. List of Issuers of Credit Cards, Charge Cards, E-money and Money Service Businesses


 

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Step 2: Refer to redress channel based on the jurisdiction of the organisation

 

OMBUDSMAN FOR FINANCIAL SERVICES 
(OFS)

www.ofs.org.my

CREDIT COUNSELLING AND DEBT MANAGEMENT AGENCY (AKPK)
www.akpk.org.my

SECURITIES INDUSTRY DISPUTE RESOLUTION CENTRE (SIDREC)
https://sidrec.com.my

CENTRAL BANK OF MALAYSIA (BNM)
www.bnm.gov.my

Referral to OFS within 6 months from the date of the FSP’s/payment instrument issuer’s final decision

   

Please scroll down for information on complaints under BNM’s scope


 

BNM’s scope

Bank Negara Malaysia will not handle:
  • Complaint under the purview of OFS, AKPK and SIDREC;
     
  • Complaint which has been referred to the Court/Consumer Tribunal, and referred by legal firms or under their conduct;
     
  • Complaint that do not disclose the name of complainant, without signature, ambiguous in nature or complaint by unauthorized third party;
     
  • Complaint by agent of the financial service provider  i.e. insurance/takaful agents, debt collector and car repossessor against his/her principal;
     
  • Complaint by staff of FSP against their employer;
     
  • Complaint involving insurance/takaful claim exceeding RM500,000 except if it relates to a complaint on the quality of service and unfair claim handling;
     
  • Complaint against a motor workshop which is not under PIAM Approved Repairers Scheme;
     
  • Complaint involving commercial decision which does not involve issue of inappropriate application of BNM’s policy and standard;
     
  • Complaint against institutions not regulated by BNM such as cooperatives, credit companies, pawnbrokers and non-bank licensed money lenders;
     
  • Complaint not under the purview of BNM i.e cheating, multi-level marketing etc.
     

 

You can make your enquiries or lodge your complaints via the following channels:

You can make your enquiries or lodge your complaints via the following channels:

  1. Walk-in Customer Service Centre

    BNMLINK (Laman Informasi Nasihat dan Khidmat)
    Bank Negara Malaysia
    Blok D, Jalan Dato' Onn
    50480 Kuala Lumpur

    Pejabat BNM Pulau Pinang
    No. 27, Lebuh Light
    10200 Pulau Pinang

    Pejabat BNM Johor Bahru
    Jalan Bukit Timbalan
    80000 Johor Bahru

    Pejabat BNM Kuala Terengganu
    Jalan Sultan Mohamad
    21100 Kuala Terengganu
    Terengganu

    Pejabat BNM Kota Kinabalu
    Jalan Lapan Belas
    88000 Kota Kinabalu

    Pejabat BNM Kuching
    Jalan Satok
    93000 Kuching

    Operating hours: 9.00 a.m. - 5.00 p.m. (Monday – Friday) except for BNM Office Kuala Terengganu: 9.00 a.m. - 5.00 p.m. (Sunday - Thursday)

  2. Web Form: eLINK
     
  3. BNMTELELINK (Contact Centre)
    Tel: 1-300-88-5465 (1-300-88-LINK)
    Overseas: +603-21741717

    Operating hours: 9.00 a.m. - 5.00 p.m. (Monday – Friday)