What to Do When You Have a Complaint About Your Bank or Financial Provider

Where do I start if I have a complaint about my bank or financial provider?

A good place to start is sending a complaint email to your bank or financial provider directly. Email is best because you have a written record of everything that was said. You can usually find your bank's complaints email on their website.

What should I prepare before I send my complaint to the bank or financial provider?

A detailed complaint with the right documents makes it easier for your bank or financial provider to understand what happened and look into it properly.

In your email, describe what happened and include:

• The date the issue occurredFor example: “On 3 March 2026, RM500 was taken from my account.”
• The amount involved, if any.
• The account or product it relates toFor example: your savings account, credit card, or personal loan.
• Any steps you have already takenFor example: calling customer service or visiting a branch.

Attach any documents that support your case:

• Screenshots of any transactions or errors.
• All previous messages with your bank or financial provider, whether by email, letter, WhatsApp, SMS, or in-app chat.
• Your account or loan number, and the name of whoever you spoke to.

How long will it take for banks or financial providers to respond to my complaint?

Bank Negara Malaysia updated its complaint handling guidelines in April 2026. Under these rules, your bank or financial provider must confirm they received your complaint within 1 working day.

From there, how long they take to resolve it depends on your case:

• Straightforward cases must be resolved within 5 working daysFor example, if you were charged a fee that was not in your agreement.
• More complicated cases must be resolved within 20 working daysFor example, if your complaint involves wrong information your bank sent to your credit record, which banks use to decide whether to approve any future loans.

Complicated cases can take longer only if the bank needs documents from a third party to complete their investigation. Here's an example:

If the bank needs documents from a third party, such as a report from a shop or payment company involved, they have up to 30 working days. The bank must update you in writing every 10 working days while they wait. If that third party takes too long to respond and the bank still has not received what they need after 30 working days, they have up to 60 working days. At that point, the bank must make a decision based on what they have, even without the documents.

Once they finish their investigation, they must send you a written reply explaining what they found, what they will or will not do about it, and what steps you can take if you disagree with their decision.

What if the bank or financial provider does not respond to my complaint?

If 60 days have passed without any replies to your complaint from the bank or financial provider, you can bring your complaint to the Financial Markets Ombudsman Service (FMOS). We'll cover what FMOS Malaysia can do to help next.

What is the Financial Markets Ombudsman Service (FMOS) in Malaysia?

The Financial Markets Ombudsman Service (FMOS) is a free, independent body in Malaysia. It handles complaints about banks, loan providers, insurers, and investment product providers. FMOS is not connected to any bank or financial provider, so they review your complaint fairly.

When can I make a complaint to FMOS?

You can write to FMOS in two situations:

• Your bank or financial provider gave you a final written reply but did not resolve your complaint. You have 6 months from the date of that reply to contact FMOS. If you miss this window, you may lose your right to bring your complaint to FMOS.
• Your bank or financial provider has not replied at all within 60 working days of your complaint.

What complaints can I bring to FMOS?

Not every complaint falls under FMOS. Before you write to them, check whether your situation is something they cover. The cases below are ones where FMOS can step in:

• Money that left your account without your permission and the bank will not return it.For example, a transaction you did not make that appeared on your statement. FMOS can order the bank to refund you.
• Fees you were charged that were never mentioned when you applied for the product.For example, a monthly charge that was not in the agreement you signed. FMOS can order the bank to reverse them.
• A product that turned out to be different from what you were told (sometimes called misselling). FMOS can require the bank to correct it.
• Wrong information your bank sent to CCRIS or CTOS that is affecting your credit score.For example, a loan listed as unpaid when you have already settled it. FMOS can direct the bank to correct it.
• An insurance or takaful claim that was turned down. FMOS can review whether the decision was fair.

There are some situations where FMOS will not be able to help with your complaint:

• The bank rejecting your loan or financing application. Banks are allowed to do this. FMOS cannot change that decision.
• Complaints where the amount involved is more than RM250,000.
• Cases already in court.
• Complaints about licensed lenders. Those go to KPKT instead.

What do I need to prepare before contacting FMOS?

Before contacting FMOS, gather everything related to your complaint:

• Your full message history with your bank or financial provider, whether by email, letter, WhatsApp, SMS, or in-app chat.
• Any supporting documents, such as screenshots of transactions, your account or loan number, and copies of any agreements you signed.
• A written timeline of what happened, including the dates, who you spoke to, and what was said or decided at each step.

What happens after I contact FMOS?

Once you send your complaint, FMOS handles it in two stages:

• FMOS will contact both you and your bank or financial provider to try to reach an agreement. If that does not work, they will send both sides a written recommendation within 30 days of receiving all your documents. Both sides then have 30 days to accept or reject it.
• If either side rejects the recommendation, they will take another look at your complaint and make a final decision within 14 days. If you accept this decision, your bank or financial provider must follow it. If you do not accept it, you can still take your case to court.

FMOS aims to resolve most cases within 3 to 6 months. The service is free and covers losses up to RM250,000.

How can I contact FMOS?

You can reach FMOS through any of the following:

Can Bank Negara Malaysia help with my complaint against a bank or financial provider?

If your complaint is about how your bank or financial provider has been treating customers, or whether they are following BNM's rules, then BNMLINK is the right place to go. BNMLINK is how you reach Bank Negara Malaysia with complaints and questions about banks and financial providers.

BNM's job is to make sure banks and financial providers follow the rules, but it does not have the power to order them to return your money. If your complaint is about getting your money back, FMOS is the right place to go instead.

When should I contact BNMLINK?

BNMLINK is the right place to go if:

• You think your bank or financial provider is doing something that affects many customers, not just you.For example, charging fees in a way that was never disclosed to customers.
• Your complaint is about how you were treated, and no money is directly involved.For example, being misled about a product, being spoken to rudely, or not being given proper information when you asked for it.
• You want to report something your bank or financial provider is doing that you think goes against BNM's rules.For example, if they are not following the complaint handling timelines set by Bank Negara Malaysia.
• You have a question about your rights as a customer of a bank or financial provider.For example, checking what your bank is legally required to tell you before you sign up for a product.

BNMLINK cannot help with complaints about licensed moneylenders, cooperatives, or credit companies. For licensed moneylenders, go to KPKT instead. BNMLINK also cannot take on cases that are already in court.

What do I need to prepare before contacting BNMLINK?

BNMLINK encourages you to submit your complaint through their online form. Before you start, make sure:

• You are the person directly affected by the complaint, not someone complaining on behalf of another person.
• You have already complained to your bank or financial provider first.
• At least 14 calendar days have passed since you contacted your bank or financial provider.
• Your case is not already with FMOS or in court.
• Your complaint is not related to bankruptcy or unclaimed monies.

It also helps to have the following ready before you start:

• Your MyKad number, email address, and phone number.
• The name of the bank or financial provider you are complaining about.
• A clear description of what happened and when.
• Any supporting documents saved on your device, such as screenshots, statements, or agreements.

What happens after I contact Bank Negara Malaysia?

When you contact BNMLINK, BNM will look at whether the bank has followed the rules. If BNM finds the bank broke the rules, it can instruct the bank to fix the problem and may impose a penalty. BNM will let you know the outcome.

How do I contact BNMLINK?

You can reach BNMLINK through any of the following:

What should I do if my complaint is about a licensed lender?

Licensed lenders are not regulated by Bank Negara Malaysia, which means FMOS and BNMLINK cannot help. Instead, licensed moneylenders in Malaysia are overseen by Kementerian Perumahan dan Kerajaan Tempatan (KPKT).

How do I know if my lender is licensed?

Before you file a complaint, confirm that your lender is licensed. You can check this using the i-KrediKom app, which is KPKT's official tool for verifying licensed lenders. A licensed lender must also show you their licence if you ask.

When can I complain to KPKT about my licensed lender?

You can complain to KPKT if your licensed lender has broken the rules under the Moneylenders Act 1951. Here are the situations where you can file a complaint:

• Your lender is charging more than the legal interest rate or adding fees that were never mentioned.It is illegal for your lender to charge more than 18% interest per year on a personal loan, or more than 12% per year on a loan where you put up something you own, such as your car or property to guarantee the loan.
• Your lender did not give you the right documents, or asked you to sign something incomplete.
• Your lender is using threats or pressure to get you to pay.
• Your lender is refusing to let you check your loan repayment history or transaction records.
• Your lender is holding your MyKad, ATM card, or passport as a condition of the loan.

How do I complain to KPKT?

If your lender is licensed, you can send your complaint through KPKT's online complaints system. When filling in your complaint, include:

• Details of your loan agreement, such as the loan amount, interest rate, and repayment terms.
• Records of any payments you have made, such as receipts or bank transfer records.
• All communication you have had with the lender, whether by email, WhatsApp, SMS, or letter.

What happens after I submit my complaint to KPKT?

Your complaint will be reviewed by the Community Credit Control Division (Bahagian Kawalan Kredit Komuniti — BKK), which is the KPKT division responsible for licensing and monitoring licensed lenders. From there:

• KPKT officers will look into your case and may call both you and the lender in to discuss what happened, or ask for more documents related to your loan.
• If they find the lender broke the rules, KPKT can suspend or cancel their licence, order them to recalculate your loan at the correct interest rate, or take them to court if the breach is serious enough.
• If your case involves harassment or threats, KPKT will refer it to the police.

How do I contact KPKT?

You can reach KPKT through any of the following:

Where should I send my complaint?

FMOS, BNMLINK, and KPKT each handle different types of complaints. Find out which one is right for your situation below.