A structured four-step process designed to resolve your concern fairly and efficiently.
Lodge your complaint through any available channel. Provide as much detail as possible.
We acknowledge receipt within 1 business day. A dedicated case officer is assigned to review your submission.
A thorough investigation is conducted. We aim to resolve your complaint within 5 to 20 business days, keeping you informed throughout.
If unsatisfied, escalate to BNMLINK or the Financial Markets Ombudsman Service (FMOS).
You may seek redress through BNMLINK or FMOS if you have received a final response but remain unsatisfied with our decision.
Contact BNM after you have exhausted our internal complaint resolution process and remain dissatisfied with our final response.
FMOS provides independent dispute resolution for financial services consumers in Malaysia at no cost.
Common questions about our complaint process.
Our support team is available Mon – Fri, 9am – 6pm.