Complaint & Redress

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:

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

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.

Walk-in Customer Service Centre

BNMLINK (Laman Informasi Nasihat dan Khidmat) Bank Negara Malaysia Blok D, Jalan Dato' Onn 50480 Kuala Lumpur Walk-in customer will require appointment (refer: announcement)	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)

Web Form: eLINK
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)

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