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Bank Complaints Malaysia: How to Complain to Your Bank & Bank Negara

Three steps, in order: your bank, then Bank Negara, then the free ombudsman. Plus every bank's urgent line and a board where members help each other.

RWritten by Raymond, Rates.my team · Updated 14 Nov 2026 · Editorial standards

🚨 Money just left your account?

  1. Call your bank's 24-hour line (list below) so it can block your account and cards, or call the National Scam Response Centre on 997. Bank Negara says calls to the NSRC must be made within 24 hours of the scam.
  2. Then make a police report.
  3. Never give anyone your TAC, OTP, PIN or password, and never move money to a “safe account”. No bank asks for that.

How to escalate a bank complaint

  1. 1

    Complain to the bank's Complaints Unit, in writing

    Not the branch or the card centre: Bank Negara says a bank's business or claims unit is not its Complaints Unit, and it only takes complaints the Complaints Unit has seen. Use the bank's complaint form or e-mail (links below) and keep the reference number.

    Under Bank Negara's complaints rules, in force since 1 April 2026, the bank must:

    • acknowledge it in writing by the next working day, with a contact and an expected timeline;
    • decide a simple case within 5 working days, a complex one within 20;
    • take at most 10 more working days when it needs a third party's report, such as a police report;
    • update you at least every 10 working days on a complex case;
    • give its final decision in writing, with its reasons and where you can go next.

    Exceptional cases can run to 60 working days, decided by senior management. Unauthorised e-banking transactions follow a separate Bank Negara rule on treating victims fairly.

  2. 2

    Still stuck? Bank Negara's BNMLINK

    Lodge it on BNMLINK's online form or call 1-300-88-5465 (Monday to Friday, 9am to 5pm). Bank Negara asks you to come to it when the bank hasn't resolved the complaint or you're unhappy with its answer.

    It does not take up a bank's commercial decisions, or a case already with the ombudsman or a court. Scams go to the NSRC, not BNMLINK.

  3. 3

    Want your money back? The ombudsman (FMOS), free

    The Financial Markets Ombudsman Service replaced the Ombudsman for Financial Services (OFS) on 1 January 2025. It costs you nothing and can decide disputes over a direct financial loss of up to RM250,000, including unauthorised ATM, card, online banking and e-money transactions.

    • You must have complained to the bank first.
    • File within 6 months of the bank's final decision, or once the bank has not responded within 60 days.
    • Its decision binds the bank, not you. If you accept it, a settlement agreement binds both sides.
    • It does not handle fees and pricing, product features, or a bank's decision to refuse credit.

    File a dispute online or call +603 2272 2811 (8.30am to 5.30pm, Monday to Friday). Bring the bank's final decision or your first complaint and your ID.

Each bank's complaints page and urgent line

Numbers exactly as each bank prints them on its own site, checked 14 Nov 2026. Call the number on your card or the bank's site, never one sent to you in a message.

Had a problem with a bank? Tell members what happened and what worked. Mark your post resolved when it is, so the next person knows what fixed it. Posting needs a free account, and posts earn no points.

🆘 Bank help board

⚠️ Stay safe. No bank, and no one from Rates.my, will ever ask for your TAC, OTP, PIN or password, or ask you to move money to a “safe account”. Anyone in a reply who does is a scammer. Card, account, IC and phone numbers are hidden automatically when you post.
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