Client Charter

Introduction

Ombudsman for Financial Services is committed to provide independent, impartial, effective and prompt resolution of complaints, disputes, and claims arising from services provided by our Members (financial service providers licensed or approved by Bank Negara Malaysia).

Our Commitment to Enquiries and Complaints

We take enquiries and complaints seriously. We shall, therefore, promptly respond to your enquiries and complaints.

We will ensure your enquiries and complaints are treated fairly.

We take ownership of your enquiries and complaints.  We undertake to resolve your enquiries and complaints if they fall under our jurisdiction.  If we need to pass your enquiries or complaint to another agency because they do not fall under our jurisdiction, we will inform you accordingly.

Our Dealing with Enquiries and Complaints

In our dealing with you on your enquiries and complaints; we expect our staff to be patient, courteous, considerate and professional.

We strive to always respond in a timely manner.

  • Walk-in Customers

    •  Ensure that our office is open to customers from 8.30 a.m. to 5.30 p.m. Monday to Friday (excluding public holidays)

    • You will be served as soon as practicable. We aim to serve you within 20 minutes

  • Phone Enquiries

    • All calls will be answered immediately - within 30 seconds

    • Simple enquiries are responded on the spot

    • Cases which require review will be responded to within seven working days.  If more time is required, we will inform you

    • Return your telephone calls/telephone message within one working day

  • Enquiries and Complaints via email, fax and correspondences

    • An automated acknowledgement will be sent to you upon receipt of your email

    • All correspondences will be responded within three working days from the date of the receipt

How Can You Help Us?

  • Please  complete the Complaint Form and the Permitted Disclosure Form (if applicable) carefully and accurately 

  • Please seek assistance from us if you have difficulty in completing the Complaint Form or the Permitted Disclosure Form (if applicable)

  • Please provide full and accurate information about yourself and the dispute

Registration of a Dispute

Once we have confirmed your enquiries or complaints fall within our jurisdiction, we will classify you as an eligible complainant and we will register your dispute within three working days from the date of receipt of complete information from you.

Resolution of a Dispute

We endeavour to resolve your dispute within three to six months from the date of receipt of complete information from you and our member, depending on the nature and the complexity of the dispute. For a dispute which may take more time to resolve, we will keep you informed and updated on the progress and status of your case regularly until it is resolved.

We will always take into account of what you share with us about your dispute. Likewise, we will also have to consider carefully the information/explanation given by our member regarding the dispute filed by you. 

We aim to resolve your dispute by reaching an amicable settlement at the first stage of the dispute resolution process. Failing which, the Case Manager will issue a recommendation within 30 days from the date you and our member failed to reach an amicable settlement.

If you or our member does not accept the recommendation issued by the Case Manager, the dispute can be referred to an Ombudsman within 30 days from the date the recommendation is issued. The Ombudsman shall adjudicate the dispute independent from the findings or the recommendation of the Case Manager and shall issue a final decision within 14 days from the receipt of full and complete documentation from you and our member.

A final decision of the Ombudsman is the end of the dispute resolution process.  Neither you nor our member can appeal against the Ombudsman’s decision. 

Confidentiality

We assure you that no person including the member of the Board, Chief Executive Officer, Ombudsman, Case Manager, officer and employee of the Ombudsman for Financial Services shall disclose any data, document or information relating to a dispute to any person except with prior consent from you and our member or if required to or permitted to do so under any  applicable laws, regulations or by any court.

Views and Suggestions

We welcome your views and suggestions. This will help us to review and improve our services.  

Useful Contact

If your enquiries or complaints are outside our jurisdiction, you have the option of referring them to Bank Negara Malaysia:-

Contact Centre (BNMTELELINK)

Laman Informasi Nasihat dan Khidmat (LINK)
Bank Negara Malaysia
Jalan Dato’ Onn
P.O.Box 10922
50929 Kuala Lumpur.
Telephone: 1 300 88 5465 (Overseas Calls: +603-2174 1717)
Fax No: +603-2174 1515
Email: bnmtelelink@bnm.gov.my