Complaint Management
Customer satisfaction has always been our top priority. Every suggestion, complaint or inquiry will be taken into high consideration to ensure excellent service. We are committed to dealing with all feedback promptly, efficiently and as fairly as possible.
How to lodge a complaint?
Please escalate your concern to our Corporate Communications Department for further action. Your input is invaluable in the effort to further improve the quality of our services.
Letters can be sent to:
Head, Corporate Communications,
Group Corporate Development,
BANK PEMBANGUNAN MALAYSIA BERHAD,
Level 29, Menara Bank Pembangunan,
Plaza Conlay, Jalan Conlay,
50450 KUALA LUMPUR
What information should you provide?
| • | Details of your name, full address, contact number, and email address |
| • | Details of the location and situation which had occurred (if applicable) |
| • | Name of the officer you dealt with (if applicable) |
| • | Any related document which will support the complaint (if any) |
Our response time:
| Complexity | Acknowledgement | Resolution/Response |
|---|---|---|
| Non complex cases | Within five (5) working days from the date of receipt of the complaint | Within 14 working days from the date of receipt of the complaint |
| Complex cases | Within five (5) working days from the date of receipt of the complaint | Within 30 working days from the date of receipt of the complaint |
| Extension | Update the complainant on monthly basis | Within 14 working days after the investigation is finalised and decision made |
Channel for suggestions and enquiries
You also can forward your suggestions and enquiries in writing to feedback@bpmb.com.my or gcc@bpmb.com.my. Please provide accurate details as it would greatly assist us to respond with a resolution in a timely manner.
Additional avenues
In the event if you are not satisfied with the outcome of your feedback or how it was handled, you may refer this matter to:
BNMLINK
A complaint resolution arm of Bank Negara Malaysia
Call BNMTELELINK: 1-300-88-5465 (LINK) (toll free number)
Or email to bnmtelelink@bnm.gov.my
OMBUDSMAN FOR FINANCIAL SERVICE
Call: 03 – 2272 2811 or e-mail to enquiry@ofs.org.my