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Feedback & Complaints

We would like to know about your experience with us.

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Complaints Management Process

 Contact

You may contact our Customer Care hotline at 1-300 88 6688 or 603-78443696(overseas) any time, any day. (That includes holidays.)


 Further Escalation

Complaints


Customer satisfaction is very important to us. We would love to hear about positive experiences you have had with Maybank. Alternatively, if we have let you down in any way, we would also like to know about it. Our staff is committed to treating complaints seriously and resolving them as quickly and fairly as possible.


How we handle your complaint:

  • You may lodge a complaint verbally or in writing. We would request that you submit to us your feedback in writing as the accuracy of the information is of vital importance to us in resolving the complaint promptly. You may also enclose relevant documents related to the complaint raised
  • Your complaint will be acknowledged within 24 hours upon receipt
  • Complaints will normally require three (3) to 14 business days to be resolved from the date of receipt. The person you first contact with the details of your complaint will aim to resolve the problem for you quickly
  • If a complaint requires complex investigations or extensive research, you will be notified and the timeframe will be extended. You will be kept informed of the status of your complaint from time to time


 Redress Channels

If you are not satisfied with the outcome of your complaint or how it was handled, you may refer the matter to either of the following bodies who will help settle the dispute.

1.BNMLINK - a complaint resolution arm of Bank Negara Malaysia
Call BNMTELELINK: 1-300-88-5464 (LINK) (toll free number) or
E-mail to bnmtelelink@bnm.gov.my
Laman Informasi Nasihat dan Khidmat (LINK)
Tingkat Bawah, Blok C
Bank Negara Malaysia
Peti Surat 10922
50929 Kuala Lumpur
Fax: 03-21741515
Website: http://www.bnm.gov.my/bnmlink

2. ABMConnect - an avenue set up by The Association of Banks in Malaysia to handle public enquiries and complaints on banking matters
Call: 1-300-88-9980 (toll free number) or
Log on to eABMConnect http://www.abm.org.my
The Association of Banks in Malaysia
34th Floor, UBN Tower
10 Jalan P Ramlee
50250 Kuala Lumpur
Fax: 03-2078 8004

3. Ombudsman for Financial Services (Formally known as Financial Mediation Bureau) - an independent body set up to settle dispute between the public and financial service providers licensed or approved by Bank Negara Malaysia.
Call: +603-2272 2811 or
Log on to http://www.ofs.org.my or
Email to enquiry@ofs.org.my