How do I make a complaint against a banking institution or insurance company?

Making a complaint

Below is how you can make a complaint against institutions regulated by Bank Negara Malaysia such as a banking institution, insurance company, takaful operator or a non-bank institution that issues credit cards or charge cards.

• Write to the Complaints Unit of your institution.


• If you are not satisfied with the decision given by your institution, refer your complaint to the Financial Mediation Bureau (FMB). The FMB is an independent body set up to deal with
  disputes between the public and its members (e.g. commercial banks, insurance companies, takaful operators, non-bank institutions that offer credit cards and charge cards). The services of FMB are free of charge.You can get details on the type of complaints handled by FMB from its website www.fmb.org.my. The decision of FMB is binding on your institution but not on you.


• If you are not satisfied with the decision of FMB, you may take your case to the court.


• If the complaint does not fall within the scope of FMB, you can refer the complaint to Bank Negara Malaysia.

Contact details of relevant organisations

Bank Negara Malaysia
BNMTELELINK
Jabatan Komunikasi Korporat,
Bank Negara Malaysia,
P.O. Box 10922,
50929 Kuala Lumpur. Toll-free: 1-300-88-5465 Website: www.bnm.gov.my

Financial Mediation Bureau
Level 25, Dataran Kewangan
Darul Takaful,
4, Jalan Sultan Sulaiman,
50000 Kuala Lumpur. Telephone: 03-2272 2811 Website: www.fmb.org.my

Reprinted with permission from BankingInfo (A Consumer Education Programme)

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