If your bank doesn't resolve a complaint, you don't have to rely on repeated phone calls. Put the complaint in writing, ask the bank for a clear response and escalate the matter if it remains unresolved.
At RinggitPlus, we believe an effective bank complaint should be clear, supported by evidence and easy to follow up.
Since 1 April 2026, banks have had to follow Bank Negara Malaysia's (BNM) requirements on how quickly they must acknowledge and resolve most complaints. This guide explains what to include, how long the bank may take and when you can approach BNMLINK or the Financial Markets Ombudsman Service (FMOS).
Four Common Reasons To Complain
The right action depends on what went wrong. These are four situations that bank customers may face.
| Situation | Example | What To Do First |
| A fee or interest charge that looks wrong | A late payment charge even though you paid on time | Complain to the bank and attach proof of payment |
| A transaction you didn't make | An online purchase or bank transfer you do not recognise | Contact the bank or NSRC 997 immediately, then lodge a police report |
| Wrong information in CCRIS | A loan you did not take or arrears you did not have | Ask the bank that submitted the information to investigate it |
| An account that was frozen or closed | You can no longer use your account and do not understand why | Ask the bank for the reason and the available review or appeal process |
Put Your Complaint In Writing
You may complain through any channel the bank offers, including by phone. However, an email or letter gives you a dated record of what happened, what you asked the bank to do and which documents you provided.
This record will be useful if you need to follow up with the bank or take the matter to BNMLINK or FMOS. Keep the complaint, the bank's replies, your reference number and any supporting documents in one folder.
Send Your Complaint Through The Official Channel
Use the complaints contact shown on the bank's website, app, statement or product documents. Banks must publish information on how customers can make a complaint, how the process works and what customers can do if they disagree with the final decision.
If you complain by phone, ask for a reference number. You can then send a short email recording what was discussed and confirming what you want the bank to do.
What To Include In Your Complaint
Keep your complaint factual and specific. Include:
- Your full name and a safe way for the bank to contact you
- The relevant account, card or financing details, using only the last four digits where possible
- The date the problem happened and the amount involved
- A short explanation of what went wrong
- The action you want the bank to take
- Copies of supporting documents, such as statements, receipts or screenshots
- A request for the bank's response in writing
Do not include your PIN, password, one-time password or full card security details.
For example, a complaint about a late payment charge could read:
On 14 August 2026, my credit card statement for the account ending 4521 showed a late payment charge of RM100.
I paid RM1,850 through DuitNow on 10 August 2026, before the due date of 12 August 2026. I have attached the transfer receipt.
Please reverse the late payment charge and any related finance charges. Please also confirm the outcome in writing. If the bank cannot reverse the charges, please explain why in writing.
How Long The Bank Has To Respond
For most complaints, the bank must send you a written acknowledgement by the next working day, as required by BNM. The acknowledgement should include a contact point and an estimated time for resolving the matter.
The maximum time depends on the case:
- Simple cases: within five working days after the bank receives the complaint.
- Complex cases: no later than 20 working days after the bank receives the complaint.
- Complex cases that need information from a third party: the bank may take up to 10 additional working days.
- Exceptional cases: the bank's senior management must decide how to resolve the complaint within 60 working days of receiving it.
For a complex complaint still under investigation, the bank must update you at least once every 10 working days. If a simple case becomes complex, the bank must tell you within five working days and explain why it needs more time.
These turnaround times do not apply to complaints involving unauthorised e-banking transactions. Those cases follow separate investigation requirements.
The bank's final decision must be in writing. It should explain the reason in plain language and tell you about the available ways to seek further help.
What To Do About An Unauthorised Transaction
Act quickly if you see a transaction or withdrawal you did not make.
- Call your bank's 24-hour fraud hotline or the National Scam Response Centre (NSRC) at 997 immediately.
- Use the bank's kill switch, if available, to block online banking access or outgoing transactions.
- Lodge a police report at the nearest police station as soon as possible.
- Send the bank a written complaint with the transaction details and a copy of your police report.
The bank should investigate what caused the transaction and consider both its security controls and your actions. It should not assume that you approved a transaction only because your login details or an authentication method were used.
If you dispute a credit card transaction, the bank cannot require you to pay the disputed amount or charge finance charges on that amount while it investigates. Continue paying any other amount on your statement that is not part of the dispute.
How To Correct Wrong Information In CCRIS
CCRIS shows credit information submitted by participating financial institutions. If an entry is wrong, contact the bank or financial institution that submitted it and ask for an investigation and correction.
You may also raise a data verification request through eCCRIS. Keep any written confirmation from the bank and check a later CCRIS report to confirm that the information has been updated. Do not assume the change will appear immediately.
If the report shows a loan or credit card you never applied for, lodge a police report and attach it to your complaint. Private credit reporting agencies, such as CTOS and Experian, keep separate reports. If the same wrong information appears there, follow the relevant agency's dispute process as well.
What To Do If Your Account Is Frozen Or Closed
Ask the bank to explain, in writing, why access has been restricted and what review or appeal process is available. If a law-enforcement agency ordered the restriction, the bank may direct you to the relevant investigating authority.
The bank may not always be allowed to give you full details. Even so, keep a written record of your questions and the bank's response. If you are unhappy with how the bank handled the complaint, you may seek further help from BNMLINK.
When To Approach BNMLINK Or FMOS
BNMLINK and FMOS have different roles. In most cases, you should first give the bank a chance to review your complaint.
| Channel | What It Does | When You Can Use It |
| BNMLINK | Receives enquiries and complaints about financial institutions regulated by Bank Negara Malaysia | If the bank has not replied after 14 days, or if you are dissatisfied with its response |
| FMOS | Provides independent dispute resolution for eligible claims involving direct financial loss, generally up to RM250,000 | Within six months of the bank's final decision, or if the bank has not responded within 60 days |
FMOS does not cover every dispute. For example, general pricing, fees, credit decisions and requests to restructure a loan are normally outside its scope. An exception may apply if the complaint involves non-disclosure, misrepresentation or mis-selling.
FMOS is free for consumers. Its decision binds the financial institution, but not the consumer. If you do not accept the decision, you may consider other options.
Do You Need A Lawyer?
You usually do not need a lawyer to complain to your bank, BNMLINK or FMOS. These channels are designed for consumers to use themselves, and FMOS does not charge consumers for its service.
However, consider getting independent legal advice if the dispute involves a large loss, complex legal questions, a court case or a deadline that may affect your rights. A lawyer can explain your options, but legal fees may apply.
Keep Your Complaint Clear And Keep A Record
You do not need legal language to make an effective complaint. State what happened, attach the relevant documents and explain clearly what you want the bank to do.
Keep a record of every response and follow up based on the applicable timeframe. If the bank still does not resolve the matter, you will then have the information needed to take your complaint to BNMLINK or FMOS.
