How to reach out to us?
Call us
Let us hear your feedback and we'll resolve your queries as soon as possible.
Write to us
Write in your feedback and mail it to our Customer Correspondence Unit.
E-mail us
Send your feedback to us via e-mail and we'll work to resolve your queries as soon as possible.
Our complaints policy and procedure
Our complaints policy and procedure is focused on ensuring fair treatment to you at all times. It aims to:
- Ensure that lodging a complaint is as easy and straightforward as possible.
- Treat all complaints seriously and confidentially.
- Resolve relevant issues efficiently and effectively for our customers' and partners' satisfaction.
- Improve our service delivery by taking customer complaints as our opportunity to learn and grow as we gear further ahead.
What you can expect from us?
| Acknowledging your complaint | In order for us to effectively deal with your complaint, please provide your complaint details and enclose any supporting documentation that may be relevant. Once we received your complaint, we will be in touch with you within one (1) working days and provide you with a reference number. The reference number will be quoted in all correspondence related to your complaint. |
| Responding to your complaint | Address the issue an equitable, objective and timely manner by informing the complainant on our decision no later than 5 working days for simple cases and 20 working days for complex cases from the date of the receipt of the complaint. Under certain circumstances, we may require an extended period to provide you with a full resolution. In this case, we will provide you a written explanation along with advice on the expected resolution date for your complaint. Provide information on escalation to higher alternative avenues if the resolved complaint is not to the customer’s satisfaction. For further information on our complaint process, please see our Complaints Policy and Procedure in the link below: |
Your rights to appeal
Financial Markets Ombudsman (FMOS) and Laman Informasi Nasihat & Khidmat (LINK) BNM
The Financial Markets Ombudsman and Laman Informasi Nasihat dan Khidmat (LINK) BNM are set-up to offer customers protection and help you resolve any disputes over claims matters between us. If you are not satisfied with a decision we have made, you have the option to seek a third-party review by writing to the following addresses:
Financial Markets Ombudsman Service Fax: +603 2272 2811 |
For Enquiries & Complaints BNMLINK Website: bnm.gov.my/BNMLINK |
