How to lodge a complaint?
Three steps to follow when making a complaint:
STEP
1
Lodge your complaint with the Complaints Unit of your financial service providers
The list of their Complaints Unit can be found here.
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Contact the Complaints Unit as soon as possible. Please note that the Business Unit or Claims Unit is NOT the Complaints Unit.
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BNM will not accept complaints that have not been referred to the Complaints Unit of the financial service providers.
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If you wish to make a complaint on a BNM staff, you may do so in the Whistleblowing page. If your complaint is related to scams, you may visit the NSRC page.
STEP
2
Obtain a response and final decision on your complaint from the Complaints Unit
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If you have not received any response within the timeframe provided by the Complaints Unit, you should contact them to follow up.
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It is advisable to follow up in writing to obtain a proper record trail.
STEP
3
If you did not receive a response after 14 days:
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You may refer your case to BNMLINK.
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- If you are dissatisfied with the decision of the financial service providers:
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You may refer to the relevant redress channels to address your complaints.
Scope of complaints handled
Cases that fall outside of our jurisdiction
Cases that have not been attended to by the bank, insurer, takaful operator, and e-money issuer
You are advised to lodge a complaints with their Complaints Unit first. Please refer to the list of Complaints Unit.
Cases on entities that are under the purview of other regulators or law enforcement agencies
This includes Securities Commission Malaysia (SC), Ministry of Domestic Trade and Cost of Living (KPDN), and Royal Malaysian Police (PDRM).
Cases that have been referred to the Financial Markets Ombudsman Service (FMOS), courts, or tribunals.
For more information on FMOS, please visit www.fmos.org.my
Anonymous senders, ambiguous case, or unauthorised third parties
Unclaimed monies from bank accounts, insurance policies or takaful certificates
Please refer to the Unclaimed Monies Department under the Accountant-General's Office: egumis.anm.gov.my
Cases by any agents of a bank, insurer, takaful operator, and e-money issuer against their principal (e.g. debt collector, car repossessor, auctioneer, insurance/takaful agents)
Cases by staff of a bank, insurer, takaful operator, and e-money issuer against their principals or employers
Time-barred cases (according to Limitation Act 1953 or Limitation Ordinance (Sabah) (Cap.72), or Limitation Ordinance (Sarawak) (Cap.49))
Cases related to bank, insurer, takaful operator, and e-money issuer's commercial decisions
Request to provide interpretations on Act Contract & Terms (ACT), policy or contract wordings. BNMLINK does not provide any legal opinions for the complainant
Important: Credit companies, leasing and factoring companies, pawn brokers and credit community companies are not regulated by BNM.
Alternative redress channels
Agensi Kaunseling dan Pengurusan Kredit (AKPK)
Set up by BNM to help individuals/ SMEs take control of their financial situation and gain peace of mind arising from wise use of credit
Financial Markets Ombudsman Service (FMOS)
Established by BNM and SC to provide an independent, fair, and free dispute resolution service to financial consumers and investors, who are unable to resolve their complaints with financial service providers and capital market intermediaries
Legal Assistance
As an alternative next step, financial consumers may also seek legal assistance to resolve their situation.
Tribunal for Consumer Claims
Please visit the Ministry of Domestic Trade's Tribunal website for more information.
Corporate Debt Restructuring Committee (CDRC)
Platform for corporate borrowers and their creditors to work out feasible debt resolutions without having to resort to legal proceedings
This initiative has been put in place to ensure that all avenues are made available to assist distressed corporations in resolving their debt obligations
