The Exposure Draft on Complaints Handling sets out the proposed requirements and expectations aimed at ensuring that complaints handling mechanisms of financial service providers (FSPs) remain relevant, accessible and timely. These enhancements are necessary in view of the rapid digitalisation of business practices of FSPs, the increasing complexity of financial products and services and the heightened expectations of financial consumers for FSPs to be responsive, fair and effective in handling complaints.

Bank Negara Malaysia (BNM) invites written feedback on the proposed requirements in this Exposure Draft. This includes suggestions on specific issues or areas that need further clarification or alternative proposals that BNM should consider. The feedback should be supported with clear rationale, evidence or illustrations, as may be appropriate, to facilitate BNM's assessment.

Feedback must be submitted electronically to BNM by 8 November 2024 through the following link: https://forms.office.com/r/QSVKcdZELy.

Submissions received may be made public unless confidentiality is specifically requested for the whole or part of the submission.

Issuance Date
8 October 2024

Issuing Department
Consumer and Market Conduct

Document

• Exposure Draft on Complaints Handling (submission closed)