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> Consumer Information > Complaint & Redress

Complaint & Redress



Go to BNMLINK WebsiteBank Negara Malaysia Laman Informasi Nasihat dan Khidmat (BNMLINK) represents one of Bank Negara Malaysia’s important points of contact with the general public. BNMLINK acts as a centralised point of contact to facilitate a rapid and effective response for members of the public and small and medium enterprises (SMEs) in matters related to the financial sector. BNMLINK through its exhibitions, self-service kiosks and booklets also provide consumer financial education as well as awareness on the role of Bank Negara Malaysia in nation building to the public.

BNMLINK provides walk-in customer services and operates from Monday - Friday, 9.00 a.m. - 5.00 p.m. at our headquarters in Kuala Lumpur .

Click here to visit the BNMLINK website.

BNMTELELINK complements the walk-in counter services of BNMLINK for the general public and can be contacted directly either by telephone, fax, letter or email.

Click here to read our Press Release on BNMTELELINK.

Members of the public can contact BNMLINK and BNMTELELINK for information, enquiries or redress in the areas of conventional and Islamic banking, insurance and takaful, advisory services for small and medium enterprises, foreign exchange administration and other matters under Bank Negara Malaysia's purview.

Laman Informasi Nasihat dan Khidmat (BNMLINK)
(Walk-in Customer Service Centre)
Ground Floor, D Block,
Jalan Dato' Onn
50480 Kuala Lumpur

Tel : +603-2698-8044 extension 8950 / 8958 (BNMLINK general line)

Operating Hours: 9.00 a.m. - 5.00 p.m. (Monday - Friday)

Contact Centre (BNMTELELINK)
Laman Informasi Nasihat dan Khidmat (LINK)
Bank Negara Malaysia
P.O. Box 10922
50929 Kuala Lumpur

Tel : 1-300-88-5465 (1-300-88-LINK)
(Overseas: +603-2174-1717)
Fax: +603-2174-1515
E-mail: bnmtelelink@bnm.gov.my

Operating Hours: 9.00 a.m. - 5.00 p.m. (Monday - Friday)

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Complaint units of financial institutions

As a consumer, it is your right and responsibility to address any dissatisfaction or discrepancy with your financial service provider. All commercial banks, Islamic banks, insurance companies, takaful operators and card issuers that are regulated by Bank Negara Malaysia have established dedicated complaints units in their respective organizations to address and respond to complaints in a timely manner.

If you have a complaint about the products or services of your financial service provider, or you are not satisfied with any action taken by your financial service provider, you should first try to resolve the complaints with the complaints unit of your financial service provider.

You can look for the details of your financial service provider’s complaints unit and the officer in charge by following these links:

To learn more about how to make a complaint, please visit the bankinginfo and insuranceinfo website:

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Credit Bureau (Biro Kredit)

Go to Credit Bureau WebsiteBank Negara Malaysia Credit Bureau essentially collects credit information on borrowers from lending institutions and furnishes the credit information collected back to the institutions in the form of credit report via an on-line system known as Central Credit Reference Information System (CCRIS).

The Credit Bureau plays an important role in the area of credit risk management and the promotion of a sound credit culture in the financial system of the country. It is recognised globally that a matured and developed financial sector must have effective and efficient systems to manage credit risks in order to sustain the financial needs of the government, industry and consumers. Increasingly international investors take into account the presence of proven risk management systems in an economy when making investment decisions. This explains why more and more developing economies have taken the cue from the developed economies in establishing credit bureau. According to the World Bank survey, a total of 54 countries now have credit bureau, in one form or another.

The existence of a credit bureau makes it easier for financial institutions to make informed and responsible lending decisions in a more timely manner. Checking with the credit bureau would also help the financial institutions to mitigate any possibility of serious problems such as fraud cases.

Click here to visit the Credit Bureau website.

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Agensi Kaunseling Dan Pengurusan Kredit (AKPK)

Go to AKPK WebsiteAgensi Kaunseling Dan Pengurusan Kredit (AKPK) is an agency set up by Bank Negara Malaysia in April 2006 to provide financial counselling and debt management to individuals as well as financial education to help individuals take control of their financial situation and gain peace of mind that comes from the wise use of credit.

Individuals can get the following services offered by AKPK:

  • Financial education on the proper use of credit and basic money management

  • One-to-one counselling and advice on managing your finances wisely - from budgeting, money management and credit related issues

  • Debt management programme to assist consumers in managing their personal debts with financial service providers which comprise of commercial banks, Islamic banks, insurance companies, takaful operators and development financial institutions plus card issuers regulated by Bank Negara Malaysia

Services offered by AKPK are free of charge.

For more information, please contact AKPK directly at 1800 88 2575 or log on to www.akpk.org.my

Click here to visit the AKPK website.

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Financial Mediation Bureau (FMB)

Go to FMB Website

The Financial Mediation Bureau (FMB) is an independent body set up to help settle disputes between you and your financial service providers who are its members.

The FMB provides consumers with a platform for an objective and timely resolution of disputes, claims and complaints arising from services provided by the member financial institutions (presently comprising the commercial banks, Islamic banks, investment banks, insurance companies, takaful operators, development financial institutions and card issuers that are regulated by Bank Negara Malaysia).

The FMB provides you with a fast, convenient and efficient avenue to refer your disputes for resolution as an alternative to the courts. These disputes may be banking/financial related as well as insurance and takaful related.

The services of the FMB is offered free of charge to you.

For more information and to learn how FMB may help you, please visit the FMB's website.

Click here to visit the FMB website.

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