Complaint & Redress
Bank Negara Malaysia Laman Informasi Nasihat dan Khidmat (BNMLINK) represents one of Bank Negara Malaysia’s important points of contact with the general public. BNMLINK acts as a centralised point of contact to facilitate a rapid and effective response for members of the public and small and medium enterprises (SMEs) in matters related to the financial sector. BNMLINK through its exhibitions, self-service kiosks and booklets also provide consumer financial education as well as awareness on the role of Bank Negara Malaysia in nation building to the public.
BNMLINK provides walk-in customer services and the operation time are:
- Monday to Friday from 9.00 a.m. to 5.00 p.m. at our head office in Kuala Lumpur, BNM Office Pulau Pinang, BNM Office Johor Bahru, BNM Office Kuching and BNM Office Kota Kinabalu.
- Sunday to Thursday from 9.00 a.m. to 5.00 p.m. at our BNM Office Kuala Terengganu.
BNMTELELINK complements the walk-in counter services of BNMLINK for the general public and can be contacted directly either by telephone, fax, letter or email.
Members of the public can contact BNMLINK and BNMTELELINK for information, enquiries or redress in the areas of conventional and Islamic banking, insurance and takaful, advisory services for small and medium enterprises, foreign exchange administration and other matters under Bank Negara Malaysia's purview.
Laman Informasi Nasihat dan Khidmat (BNMLINK)
(Walk-in Customer Service Centre)
Ground Floor, D Block,
Jalan Dato' Onn
50480 Kuala Lumpur
Tel : +603-2698-8044 extension 8950 / 8958 (BNMLINK general line)
9.00 a.m. - 5.00 p.m. (Monday - Friday)
BNM Head Office Kuala Lumpur, BNM Office Pulau Pinang, BNM Office Johor Bahru, BNM Office Kuching and BNM Office Kota Kinabalu.
9.00 a.m. - 5.00 p.m. (Sunday - Thursday)
BNM Office Kuala Terengganu.
Contact Centre (BNMTELELINK)
Laman Informasi Nasihat dan Khidmat (LINK)
Bank Negara Malaysia
P.O. Box 10922
50929 Kuala Lumpur
Tel : 1-300-88-5465 (1-300-88-LINK)
Operating Hours: 9.00 a.m. - 5.00 p.m. (Monday - Friday)
As a consumer, it is your right and responsibility to address any dissatisfaction or discrepancy with your financial service provider. All commercial banks, Islamic banks, insurance companies, takaful operators and card issuers that are regulated by Bank Negara Malaysia have established dedicated complaints units in their respective organizations to address and respond to complaints in a timely manner.
If you have a complaint about the products or services of your financial service provider, or you are not satisfied with any action taken by your financial service provider, you should first try to resolve the complaints with the complaints unit of your financial service provider.
You can look for the details of your financial service provider’s complaints unit and the officer in charge by following these links:
- Licensed banking institutions in Malaysia
- Licensed Insurance companies & Takaful operators
- List of Issuers of Credit Cards, Charge Cards, E-money and Remittance Service Providers
- List of Non-bank E-money issuers
Bank Negara Malaysia Credit Bureau essentially collects credit information on borrowers from lending institutions and furnishes the credit information collected back to the institutions in the form of credit report via an on-line system known as Central Credit Reference Information System (CCRIS).
The Credit Bureau plays an important role in the area of credit risk management and the promotion of a sound credit culture in the financial system of the country. It is recognised globally that a matured and developed financial sector must have effective and efficient systems to manage credit risks in order to sustain the financial needs of the government, industry and consumers. Increasingly international investors take into account the presence of proven risk management systems in an economy when making investment decisions. This explains why more and more developing economies have taken the cue from the developed economies in establishing credit bureau. According to the World Bank survey, a total of 54 countries now have credit bureau, in one form or another.
The existence of a credit bureau makes it easier for financial institutions to make informed and responsible lending decisions in a more timely manner. Checking with the credit bureau would also help the financial institutions to mitigate any possibility of serious problems such as fraud cases.
Agensi Kaunseling Dan Pengurusan Kredit (AKPK) is an agency set up by Bank Negara Malaysia in April 2006 to provide financial counselling and debt management to individuals as well as financial education to help individuals take control of their financial situation and gain peace of mind that comes from the wise use of credit.
Individuals can get the following services offered by AKPK:
- Financial education on the proper use of credit and basic money management
- One-to-one counselling and advice on managing your finances wisely - from budgeting, money management and credit related issues
- Debt management programme to assist consumers in managing their personal debts with financial service providers which comprise of commercial banks, Islamic banks, insurance companies, takaful operators and development financial institutions plus card issuers regulated by Bank Negara Malaysia
Services offered by AKPK are free of charge.
For more information, please contact AKPK directly at 1800 88 2575 or log on to www.akpk.org.my
The Ombudsman for Financial Services (OFS) is set up as an alternative complaint / dispute resolution body to assist financial consumers to resolve their complaints with financial service providers licensed and approved by BNM.
The OFS accepts all complaints/disputes that are within its jurisdiction subject to its Term of Reference. In resolving disputes, the OFS is guided by six internationally recognised principles, namely, the principle of independence, fairness and impartiality, accessibility, accountability, transparency and effectiveness.
The services of the OFS is offered free of charge to you.
For more information and to learn how OFS may help you, please visit the OFS’s website.