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Complaints policy

How to make a complaint

We are committed to providing high-quality services and value your feedback to improve our processes. If you are dissatisfied with any aspect of our service, you can raise a complaint by contacting us through one of the following methods:

Customer Services Department

Suite 22.01 & 22.05, Level 22

Centrepoint North, Mid Valley City,

Lingkaran Syed Putra,

59200 Kuala Lumpur

Our complaints process

We take complaints seriously and strive to resolve them efficiently and fairly.

1. Initial Resolution:

Our Customer Service team will aim to resolve your complaint immediately where possible but will always acknowledge your complaint the next working day.

2. Investigation and Follow-Up:

If your complaint cannot be resolved immediately, it will be escalated to our Complaints Department for further investigation. You will be kept informed throughout the process. Once resolved, we will usually send you written confirmation of the outcome within five working days. If your issue is complex, we have up to twenty working days to provide a final response however we will keep you informed if this is the case.

3. Next Steps if You’re Not Satisfied: Should you not be satisfied with how your complaint is handled and resolved, you have further rights (dependent upon the size of your business) to refer to the Financial Markets Ombudsman Service (FMOS). Further details can be found https://www.fmos.org.my