Bank Negara Malaysia has issued the policy document on Fair Treatment of Financial Consumers on 6 November 2019. This policy document aims to foster high standards of responsible and professional conduct in a financial service provider (FSP), promote a culture where the interests of financial consumers are an integral part of a FSP’s business strategies and operations, set expectations for a FSP to effectively manage conduct risk and provide financial consumers with the confidence that a FSP acts fairly in its dealings with financial consumers.

The policy document comes into effect on 6 May 2020, except for the requirements under-

• paragraphs 11.4 to 11.10 which come into effect on 6 November 2020; and
• paragraphs 11.11 and 11.12 which come into effect on 6 November 2019.

Further details can be found in the following documents:

• Policy Document on Fair Treatment of Financial Consumers (superceded by the Policy Document issued on 27 March 2024)
• FAQs on Fair Treatment of Financial Consumers

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