Banner Resolution Process

Escalation - Other Avenues

Complaints Handling Process

  • Complaints will be acknowledged within one (1) business day of receipt, or on the next business day if submitted during weekends or public holidays.
  • We aim to resolve complaints within five (5) working days for simple cases and within twenty (20) working days for complex cases. If further investigation is required, we will notify you and keep you updated accordingly.
  • In the event that you are not satisfied with the resolution provided, you may seek redress through other avenues, such as Bank Negara Malaysia or the Financial Markets Ombudsman Service.

Fraud Response Process

  • Suspected fraud report will be acknowledged as soon  as practicable, within 24 hours.
  • Our target resolution time for fraud reports is thirty (30) calendar days. However, for cases deemed complex, the resolution time may be extended up to ninety (90) calendar days.
  • In the event that you are not satisfied with the resolution provided, you may seek redress through other avenues, such as Bank Negara Malaysia or the Financial Markets Ombudsman Service.

Escalation - Other Avenues

If the resolution provided does not meet your expectations, you may escalate the matter through the following avenues:
 
A. Bank Negara Malaysia
Visit Bank Negara Malaysia Customer Service at BNMLINK (By Appointment Only)
4th Floor, Podium Bangunan AICB,
No. 10, Jalan Dato' Onn,
50480 Kuala Lumpur.
Or Contact

1-300-88-5465 (1-300-88-LINK) | +603 2174 1717 (for overseas calls) | +603 2174 1515 (Facsimile)

Operating hours: 09:00 A.M. - 05:00 P.M. (Monday - Friday; closed on Saturday, Sunday and public holidays)
Or Submit Complaints to eLINK (Web Form) at https://bnmlink.bnm.gov.my
Or Mail to BNMLINK
Bank Negara Malaysia
P.O. Box 10922
50929 Kuala Lumpur
B. Financial Markets Ombudsman Service
Visit Financial Markets Ombudsman Service at Level 14, Menara Takaful Malaysia
No 4, Jalan Sultan Sulaiman,
50000 Kuala Lumpur.
Or Contact

+603 2272 2811

Operating hours: 08:30 A.M. - 05:30 P.M. (Monday - Friday; closed on Saturday, Sunday and public holidays)
Or Submit your grievance to https://complaint.fmos.org.my/index.php