Frequently Asked Questions

Discover you question from underneath or present your inquiry from the submit box.

General

Our eligible complainant consists of a financial consumer who uses or has any financial services or products provided by an FSP who are our Members. Kindly refer to Who can lodge a dispute
No. Our service is provided free of charge to Eligible Complainants.
We don’t accept disputes lodged by third parties, with the exception of the complainant’s next of kin or beneficiary on case to case basis.
Generally, we accept monetary disputes on:
  1. Banking matters such as authorised transaction of ATM, Debit/Credit card, internet banking and e-money;
  2. Insurance/Takaful matters such as motor, life, medical and takaful claims
Yes. OFS accepts disputes from foreigner/expatriate/Non-Resident as long as they have account(s) with OFS' Member.
No. You do not need to engage the service of a lawyer for the dispute filed with OFS.
OFS is not the appropriate body to assist you on such matter. You may want to refer your issue to the Member concerned to enable them to assist you. Alternatively, you may wish to seek guidance from Agensi Kaunseling Dan Pengurusan Kredit (AKPK)
No. Our office is located in Kuala Lumpur; however you may reach us via phone, email or mail. Alternatively, you can submit your enquiry to OFS via website at www.ofs.org.my or visit our office.

 

 

 

Our Process - General, Case Management and Adjudication

 

You must first make a formal complaint to the Member concerned and explain about your problem and the Member will then try to resolve your problem, but in the event you are not satisfied with the outcome, you may file your dispute with OFS.
OFS can only deal with complaints that have been initially filed with the Member or if after 60 days had passed since you filed the complaint and you have not received a response, you may come to OFS for help.
Yes. You must lodge your dispute with OFS: (i) within six (6) months from the date of the final decision by the Member concerned;
or
(ii) after sixty (60) calendar days from the date of your dispute was first referred to the Member concerned in respect of which no response has been received from that Member.
You may write-in, fax or email your dispute together with all the required documents (please refer to our online enquiry). Our fax number is +603-2272 1577. You may also walk-in to our office at Level 14, Main Block, Menara Takaful Malaysia, No. 4, Jalan Sultan Sulaiman, 50000 Kuala Lumpur. Our GPS coordinate is 3.139316, 101.696033
You may download the Complaint Form from here.
After you submit your dispute, OFS will first assess the eligibility of your dispute, followed by an assessment on the merit of the dispute. During the merit assessment, OFS may dismiss your dispute pursuant to our TOR, inter alia, if the dispute is found to be clearly unsustainable against the Member concerned, or if the dispute is frivolous, vexatious or lacking in substance. In addition, OFS may also dismiss the dispute at any stage in the Dispute Resolution Process.

If your dispute passes the initial assessment, the matter proceeds to the case management, where our case manager will facilitate parties to resolve the dispute in a mutually acceptable settlement. If parties failed to reach a settlement , the Case Manager will review the dispute and issue a Recommendation within 30 days. If no settlement made at case management stage, the matter will then proceed to adjudication during which the Ombudsman will issue a final decision.
Ombudsman is an officer appointed by the Board to adjudicate disputes. The role of the Ombudsman is to adjudicate disputes independently and his/her decision is final and end of OFS' dispute resolution process.
OFS will endeavour to resolve all disputes received within 3 to 6 months from the date of receipt of full and complete documents from you and the Member concerned depending on the complexity of the dispute.
You may call us at +603-2272 2811 or check the status of your dispute through our online enquiry.You may also walk-in to our office at Level 14, Main Block, Menara Takaful Malaysia, No. 4, Jalan Sultan Sulaiman, 50000 Kuala Lumpur. Our GPS coordinate is 3.139316, 101.696033
All documents submitted to OFS will be treated strictly private and confidential.

Didn’t find your answer? Submit your question