Getting Your Issues Resolved

  • 1. Talk to Us and We'll Do Our Best to Help

    Let us understand your complaint by speaking to our Customer Service consultants about your problem / concern and we’ll do everything we possibly can, to put things right.

     

    Call us at 1 300 22 6262 (local) or +603 2298 0088 (overseas).

  • 2. File a Complaint if the Issue Remains Unresolved

    In the event you didn’t receive the support you expect from our Customer Service consultants, kindly raise the issue to one of our Complaints Unit personnel (more info below).

     

    Depending on the issue, you may be asked to file a written complaint. Our Complaints Unit will take responsibility to review and process your case fairly and objectively.

  • 3. Request for Further Investigation if Necessary

    For claim-related issues, you may request for an official “final decision” letter from us if you’re not satisfied with our review and/or final verdict.

     

    Submit a formal complaint to the Ombudsman for Financial Services or Bank Negara Malaysia (more info below).

Where To Redress Your Complaints

  • Gibraltar BSN Complaints Unit

    To provide you with the best possible service, it would be great if you can provide us with the following information when you contact us:

    PolicyInformation
    • Your name
    • Policy no. or policy details

    Contact Details

    Your preferred contact no.

    Preferred Time for Call Back

    If you wish to be contacted only at certain hours, please let us know

    Enquiry / Complaint Details

    e.g. what is your enquiry / complaint about, what happened, etc. If you have any additional information or evidence to supplement your enquiry / complaint, kindly provide it to us as well

    Please address your complaint to one of the following personnel:

  • Ombudsman for Financial Services (OFS)

    OFS is an independent and impartial organisation set up to help settle financial disputes between all local financial service providers (licensed or approved by Bank Negara Malaysia) and their customers.

    • Before lodging any dispute with OFS, you (the complainant) must first refer your dispute to Gibraltar BSN with a view to finding an amicable settlement

    • All disputes must be lodged:
      • within six (6) months from the date of Gibraltar BSN’s final decision (repudiation / offer letter); or
      • after 60 calendar days from the date of dispute was first referred to Gibraltar BSN in respect of which no response has been received from Gibraltar BSN

    • OFS will consider disputes within the limit of RM250,000 and within the limit of RM25,000 for a 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

    Please lodge your formal complaint to OFS via one of the following channels:

    • Mail / Walk-in

      Chief Executive Officer
      Ombudsman for Financial Services
      (Formerly known as Financial Mediation Bureau)
      Level 14, Main Block
      Menara Takaful Malaysia
      No. 4, Jalan Sultan Sulaiman
      50000 Kuala Lumpur

    • Tel
      +603 2272 2811

    • Fax
      +603 2272 1577

    • Online
      enquiry@ofs.org.my
  • Bank Negara Malaysia (BNM)

    You can also redress your complaints via BNMLINK / TELELINK, BNM’s main point of contact with the general public on all matters related to the financial sector.

    • Please note that you must complete the “Insurance Complaints Form” (available on bnm.gov.my)

    • BNM LINK / TELELINK will not handle complaints involving claims exceeding RM500,000 (unless the complaint is on low-quality service and/or unfair claim hearing)

    • BNM LINK / TELELINK will not consider complaints which:
      • are within purview of the OFS;
      • have been forwarded to the OFS or the court; and/or
      • have been or are being referred by legal firms

    Please submit your formal complaint to BNM via one of the following channels:

    • Mail

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

    • Walk-in

      Unit Pengurusan Aduan dan Khidmat Nasihat
      Laman Informasi, Nasihat dan Khidmat (LINK)
      Bank Negara Malaysia
      Ground Floor, Block D
      Jalan Dato’ Onn
      50480 Kuala Lumpur

    • Tel
      1300 88 5456 (Local)
      +603 2174 1717 (Overseas)

    • Fax
      +603 2174 1515

    • Online
      bnmtelelink@bnm.gov.my