COMPLAINT & REDRESS
Procedure on lodging complaint
Step 1: Refer to the relevant financial institution
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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:
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Commercial Banks, Islamic Banks and Development Financial Institutions
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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 |
CREDIT COUNSELLING AND DEBT MANAGEMENT AGENCY (AKPK) |
SECURITIES INDUSTRY DISPUTE RESOLUTION CENTRE (SIDREC) |
CENTRAL BANK OF MALAYSIA (BNM) |
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
- 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:
- Walk-in Customer Service Centre
BNMLINK (Laman Informasi Nasihat dan Khidmat)
Bank Negara Malaysia
Blok D, Jalan Dato' Onn
50480 Kuala LumpurPejabat BNM Pulau Pinang
No. 27, Lebuh Light
10200 Pulau PinangPejabat BNM Johor Bahru
Jalan Bukit Timbalan
80000 Johor BahruPejabat BNM Kuala Terengganu
Jalan Sultan Mohamad
21100 Kuala Terengganu
TerengganuPejabat BNM Kota Kinabalu
Jalan Lapan Belas
88000 Kota KinabaluPejabat BNM Kuching
Jalan Satok
93000 KuchingOperating 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)