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Customer Service Charter


Acknowledgement

  • 3 days from the date of receipt of complaints/appeals by Customer Service Management

Response Of Complaint

Subject Acknowledgement Responsive Time
Non Complex Case Within 3 days from the date of receipt of feedback (on working days) Within 14 calendar days from the date of receipt feedback.
Complex Within 3 days from the date of receipt of feedback (on working days) Within 30 calendar days from the date of receipt feedback.

More ways to contact us via the following communication channels:


The Customer Service Charter sets out our commitment to deliver a high standard of customer service. We recognize that there will always be room for improvements and as we establish new and better ways of working, we will formalize the processes and procedures and include them in our customer service charter. It outlines the type of services we aim to provide and the various channels for customers to share feedback so that we could better serve you.

If you are not satisfied with the outcome of your complaint or how it was handled, you may refer the matter to either of the following bodies who will help settle the dispute.
BNMLINK
4th Floor, Podium Bangunan AICB,
No. 10, Jalan Dato' Onn, 50480 Kuala Lumpur
Tel: 1-300-88-5465
Overseas: 603-2174-1717
Operating Hours: 9.00 a.m. - 5.00 p.m. (Monday – Friday except public holiday) Web form: bnmlink.bnm.gov.my
Ombudsman for Financial Services
An independent body set up to help settle disputes between financial service providers who are its members and the public.
Call: 03 – 2272 2811
Fax: 03 – 2272 1577
Website: https://www.ofs.org.my/en/ Email: [email protected]
Address:
Level 14, Main Block
Menara Takaful Malaysia
No , Jalan Sultan Sulaiman
50000 Kuala Lumpur