Upon receipt of your complaint, we will endeavour to resolve it within 14 days. Where the case is complex or requires further investigation, we will provide you with a time frame within which a decision can be made or progress updates can be given. Where a decision cannot be made within the 30 days, a progress update on the case will be given on a monthly basis until the issue is resolved.

If you are not satisfied with the resolution provided, you may escalate the matter to:

Head, Client Experience
Email Address: ComplaintResolution.Malaysia@sc.com

In the event you are still not satisfied with the final response from the Bank, you may seek review with the following redress channels:

• Financial Markets Ombudsman Services (FMOS)

The Ombudsman for Financial Services (OFS) and the Securities Industry Dispute Resolution (SIDREC) have merged to create the Financial Markets Ombudsman Services (FMOS), effective January 1, 2025. This merger aims to enhance public service by providing a more efficient dispute resolution system for financial and capital market issues. FMOS will function as an independent entity, serving as a centralised resource for clients seeking resolution of disputes with financial institutions. While the merger introduces a streamlined approach, certain procedures remain unchanged. Disputes or claims must be submitted to FMOS within six (6) months of receiving a final decision from the relevant financial institution. A significant enhancement is the increase in the claim limit for financial losses, which now stands at RM250,000 across all categories. FMOS will only address cases that fall within its jurisdiction, explicitly excluding complaints related to pricing, fees, product features, commercial decisions, and disputes that have been referred to court or arbitration. For further information or to file a complaint online, individuals can visit the FMOS website at www.fmos.org.my.

Alternatively, you may also write in to FMOS by mail or visit their office at:

Financial Markets Ombudsman  Services,

Level 14, Main Block,
Menara Takaful Malaysia,
No. 4, Jalan Sultan Sulaiman,
50000 Kuala Lumpur.
Tel: 03-22722811

Operating hours : Monday to Friday, from 8.30 am to 5.30 pm.
(excluding public holidays)

If you are dissatisfied with the outcome of the dispute resolution process, you may further refer your dispute to the Securities Commission Malaysia

• Securities Commission Malaysia (SC)

The Consumer & Investor Office of the Securities Commission Malaysia (SC) inquires into complaints on improper conduct and other irregularities in the securities and futures markets to assess whether they disclose offences under the securities laws. The SC welcomes all types of related complaints since the complaints can assist in alerting the SC of irregular activities occurring within the industry or new trends involving investment scams for public money.

Download the complaint form on SC’s website at https://www.sc.com.my/

Alternatively, complainants may write in their complaints to:

• Individual
Agensi Kaunseling dan Pengurusan Kredit (AKPK)

AKPK (Headquarters)
Level 8, Maju Junction Mall,
1001 Jalan Sultan Ismail,
50250 Kuala Lumpur.

Tel: 603-2616 7766
Fax: 603-2616 7601
Website: www.akpk.org.my

• Small and Medium Scale Enterprises (SME)
(i) Small & Medium Enterprises Corporation Malaysia (SME Corp. Malaysia)
Level 6, SME 1, Block B,
Platinum Sentral, Jalan Stesen Sentral 2,
Kuala Lumpur Sentral,
50470 Kuala Lumpur.

General Line: 603-2775 6000
Fax: 603-2775 6001
Info Line: 1-300-30-6000
Email: info@smecorp.gov.my
Website: www.smecorp.gov.my

(ii) Small Debt Resolution Committee (SDRC)
SDRC Secretariat,
Development Finance and Enterprise Department,
Bank Negara Malaysia (BNM),
Jalan Dato’ Onn,
50480 Kuala Lumpur.

BNMTELELINK
Telephone: 1-300-88-5465
Webform (eLINK)*: https://telelink.bnm.gov.my
Website: www.bnm.gov.my
Operating hours: 9:00a.m. – 5:00p.m. (Monday – Friday, close on public holiday)

BNMLINK (strictly by appointment)
4th Floor, Podium
AICB Building
No. 10, Jalan Dato’ Onn
50480 Kuala Lumpur