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

• Ombudsman for Financial Services (OFS)

OFS is an independent body to help settle disputes between customers and their financial institutions. Before the OFS can accept your case, you should first lodge a complaint with your financial services provider and try to resolve your complaint, dispute or claim with the financial institution concerned. You need to submit your case to the OFS within six months of receiving a final decision from your financial service provider.

For complaints, disputes or claims involving a financial loss, the amount claimed should not exceed RM250,000 (except for dispute on an unauthorised transaction through the use of a designated payment instrument or a payment channel such as internet banking, mobile banking, telephone banking or an unauthorised use of cheque for which the limit is not more than RM25,000).

OFS will not consider complaints, disputes or claims relating to general pricing, product policies or services of the members, credit decisions (approval, rejection and rescheduling of loans), fraud cases (except for dispute on an unauthorised transaction through the use of a designated payment instrument or a payment channel such as internet banking, mobile banking, telephone banking or an unauthorised use of cheque for which the limit is not more than RM25,000), cases which are time barred or more than 6 years and cases that have been or are referred to the court and/ or for arbitration.

Please log on to the website at www.ofs.org.my to access the online complaint form.

Alternatively, complainants may write in their complaints to or file the dispute in person at the OFS office:

• Securities Industry Dispute Resolution Center (SIDREC)

SIDREC is an independent corporate body established for the settlement of disputes between investors and capital market intermediaries who are its members such as stockbrokers, derivatives brokers, unit trust management companies and fund managers. SIDREC provides investors with free, fast, convenient and efficient avenue to refer your disputes for resolution.

Download the complaint form on SIDREC’s website at https://sidrec.com.my/

Alternatively, complainants may write in their complaints to:

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

• Small and Medium Scale Enterprises (SME)