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 including dates and reference numbers.
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 Bank Negara Malaysia or the Financial Markets Ombudsman Service (FMOS).
Escalate to an independent body if you are not satisfied with our final decision after completing our complaint handling process.
FMOS provides independent dispute resolution for financial services consumers in Malaysia at no cost.
Contact BNM if your complaint is unresolved after 20 business days or if you are dissatisfied with our response.
Common questions about our complaint process.
Our support team is available Mon – Fri, 9am – 6pm.