Complaint Resolution Process

Upon receipt of your complaint, we will endeavour to resolve it within 14 days. Where the case is complex or requires further investigation, we will provide you with a time frame within which a decision can be made or progress updates can be given. Where a decision cannot be made within the 30 days, a progress update on the case will be given on a monthly basis until the issue is resolved.

If you are not satisfied with the resolution provided, you may escalate the matter to:

Head, Client Experience
Email Address: ComplaintResolution.Malaysia@sc.com

Additional Avenues to Seek Redress

In the event you are still not satisfied with the final response from the Bank, you may seek review with the following redress channels:

For complaints relating to any banking products and/ or services
• Ombudsman for Financial Services (OFS)

OFS is an independent body to help settle disputes between customers and their financial institutions. Before the OFS can accept your case, you should first lodge a complaint with your financial services provider and try to resolve your complaint, dispute or claim with the financial institution concerned. You need to submit your case to the OFS within six months of receiving a final decision from your financial service provider.

For complaints, disputes or claims involving a financial loss, the amount claimed should not exceed RM250,000 (except for dispute on an unauthorised transaction through the use of a designated payment instrument or a payment channel such as internet banking, mobile banking, telephone banking or an unauthorised use of cheque for which the limit is not more than RM25,000).

OFS will not consider complaints, disputes or claims relating to general pricing, product policies or services of the members, credit decisions (approval, rejection and rescheduling of loans), fraud cases (except for dispute on an unauthorised transaction through the use of a designated payment instrument or a payment channel such as internet banking, mobile banking, telephone banking or an unauthorised use of cheque for which the limit is not more than RM25,000), cases which are time barred or more than 6 years and cases that have been or are referred to the court and/ or for arbitration.

Please log on to the website at www.ofs.org.my to access the online complaint form.

Alternatively, complainants may write in their complaints to or file the dispute in person at the OFS office:

Chief Executive Officer,
Ombudsman for Financial Services,
Level 14, Main Block,
Menara Takaful Malaysia
No. 4, Jalan Sultan Sulaiman,
50000 Kuala Lumpur.


Tel: 03-22722811
Fax: 03-22721577
Email: enquiry@ofs.org.my

The operating hours are: Monday to Friday, from 8.30 am to 5.30 pm.

For complaints relating to Investment Products
• Securities Industry Dispute Resolution Center (SIDREC)

SIDREC is an independent corporate body established for the settlement of disputes between investors and capital market intermediaries who are its members such as stockbrokers, derivatives brokers, unit trust management companies and fund managers. SIDREC provides investors with free, fast, convenient and efficient avenue to refer your disputes for resolution.

Download the complaint form on SIDREC’s website at https://sidrec.com.my/

Alternatively, complainants may write in their complaints to:

Complaints Bureau
Securities Industry Dispute Resolution Center (SIDREC)
Unit A-9-1, Level 9, Tower A,
Menara UOA Bangsar,
No. 5, Jalan Bangsar Utama 1,
59000 Kuala Lumpur.

Tel: 03-2282 2280
Fax: 03-2282 3855
Email: info@sidrec.com.my

If you are dissatisfied with the outcome of the dispute resolution process, you may further refer your dispute to the Securities Commission Malaysia

• Securities Commission Malaysia (SC)

The Consumer & Investor Office of the Securities Commission Malaysia (SC) inquires into complaints on improper conduct and other irregularities in the securities and futures markets to assess whether they disclose offences under the securities laws. The SC welcomes all types of related complaints since the complaints can assist in alerting the SC of irregular activities occurring within the industry or new trends involving investment scams for public money.

Download the complaint form on SC’s website at https://www.sc.com.my/

Alternatively, complainants may write in their complaints to:

Consumer & Investor Office
Securities Commission Malaysia
No 3 Persiaran Bukit Kiara
Bukit Kiara
50490 Kuala Lumpur.

Tel: 03-6204 8999
Fax: 03-6204 8991
Email: aduan@seccom.com.my
For complaints relating to restructuring/ rescheduling of loans/ financings for invidual or small and medium scale enterprise (SME)
• Individual
Agensi Kaunseling dan Pengurusan Kredit (AKPK)

AKPK (Headquarters)
Level 8, Maju Junction Mall,
1001 Jalan Sultan Ismail,
50250 Kuala Lumpur.

Tel: 603-2616 7766
Fax: 603-2616 7601
Website: www.akpk.org.my
• Small and Medium Scale Enterprises (SME)
(i) Small & Medium Enterprises Corporation Malaysia (SME Corp. Malaysia)

Level 6, SME 1, Block B,
Platinum Sentral, Jalan Stesen Sentral 2,
Kuala Lumpur Sentral,
50470 Kuala Lumpur.

General Line: 603-2775 6000
Fax: 603-2775 6001
Info Line: 1-300-30-6000
Email: info@smecorp.gov.my
Website: www.smecorp.gov.my
(ii) Small Debt Resolution Committee (SDRC)

SDRC Secretariat,
Development Finance and Enterprise Department,
Bank Negara Malaysia (BNM),
Jalan Dato’ Onn,
50480 Kuala Lumpur.

BNMTELELINK
Tel: 1300-88-5465 or 1300-88-LINK
Website: www.bnm.gov.my