This Policy Document sets out enhanced regulatory requirements aimed to ensure that the complaints handling mechanisms of financial service providers (FSPs) remain relevant, accessible and timely. These enhancements are necessary due to 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.

Issuance Date
28 March 2025 

Issuing Department 

Jabatan Konsumer dan Amalan Pasaran

Documents

• Policy Document on Complaints Handling
• Feedback Statement on the Exposure Draft on Complaints Handling