Enquiries & Complaints - Bank Negara Malaysia

Breadcrumb

Complaints - Intro

BNMLINK accepts general enquiries and complaints on matters relating to Financial Service Providers (FSPs) that are regulated by BNM. We have established specific procedures for FSPs to follow in handling customer complaints. Alternative avenues also exist to resolve the issue, if the resolution were unsatisfactory to the customer.

List of Financial Service Providers

Scope of Complaints Handled

Complaint Procedure

Contact Information

Complaints - scope

Scope of Complaints Handled by BNMLINK

BNMLINK will NOT handle the following types of complaints or appeal cases:

Cases that have not been attended to by the FSPs;
Cases that have been referred to Ombudsman Financial Services (OFS), court, tribunals or by legal firms and/ or under their conduct;
Cases on institutions/ agencies which are under the purview of other law enforcement agencies/ regulators such as Securities Commission Malaysia (SC), Ministry of Domestic Trade and Consumer Affairs, Royal Malaysian Police;
Cases lodged by any individuals that have been declared as bankrupt. Such individuals should refer their respective case to the Department of Insolvency;
Cases from anonymous senders, ambiguous cases or cases lodged by unauthorised third parties;
Cases by any agents of FSPs against their principal(s) (e.g. debt collector, car repossessor, auctioneer, insurance/ takaful agents);
Cases by FSPs’ staff against their employers;
Time barred cases (according to Limitation Act 1953 or Limitation Ordinance (Sabah) (Cap.72, or Limitation Ordinance (Sarawak) (Cap.49)) and issues related to unclaimed monies;
Cases related to FSPs’ commercial decision (e.g. credit facility approval, demand for compensation, underwriting decision);
Whistleblowing cases - Cases involving the integrity, competence, professionalism or improper conduct of employers or staff which is in line with the Whistleblower Protection Act 2010;
Request from consumers 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.

Enquiries - Complaint Steps

How to lodge complaints?

Three steps to follow when making a complaint:

Lodge your complaint with the FSP's Complaint Unit

Refer to the list of FSPs’ Complaints Unit here

Obtain response and final decision on your complaint from the FSP

If you are dissatisfied with the FSP’s decision, you may refer to the specific redress channels available to address your complaint,

OR

If you have not received a response from your FSP Complaint Unit after 14 days, you may refer your case to BNMLINK through eLINK.

Please first check BNM's scope of complaints.

Complaints - Redress channels

Redress channels available to financial consumers

BNMLINK

BNMLINK handles general enquiries and complaints on matters relating to the FSPs regulated by BNM

Ombudsman for Financial Services (OFS)

Independent body to provide consumers with objective and timely solutions to disputes, claims and complaints arising from services provided by financial institutions
Accept disputes relating to monetary losses that fall within the stipulated limits

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

Securities Industry Dispute Resolution Center (SIDREC)

Body approved by the Securities Commission Malaysia (SC) to handle capital market-related disputes involving monetary losses between individuals or sole proprietors and SIDREC Members

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