borang aduan BNM - Banking Info

BANK NEGARA MALAYSIACENTRAL BANK OF MALAYSIABORANG ADUANComplaint FormInstitusi Perbankan / Institusi Kewangan Pembangunan /Pengeluar Instrumen PembayaranBanking institution / Development Financial Institution / Payment Instrument IssuerPROSEDUR MEMBUAT ADUANAnda hendaklah mendapatkan penyelesaian aduan andadengan Unit Aduan institusi kewangan/pengeluarinstrumen pembayaran* terbabit sebelum melengkapkanborang aduan ini.PROCEDURE ON LODGING COMPLAINTYou should try to resolve your complaint with theComplaints Unit of the financial institution/ paymentinstrument issuer* concerned before completing thisform.Sekiranya anda tidak berpuas hati dengan maklum balasatau keputusan institusi kewangan/pengeluar instrumenpembayaran terbabit, anda boleh mengemukakan aduananda sama ada kepada (i) Biro Pengantaraan Kewangan(BPK), (ii) Agensi Kaunseling Dan Pengurusan Kredit(AKPK), atau (iii) Bank Negara Malaysia (Bank). Silasemak dengan Unit Aduan institusi kewangan /pengeluarinstrumen pembayaran terbabit tentang saluran yangbetul untuk mengemukan aduan andaUntuk mengetahui jenis aduan yang boleh dirujukkepada BPK, anda boleh merujuk kepada laman web BPKdi www.fmb.org.my. Anda perlu mengemukakan kesanda kepada BPK dalam tempoh 6 bulan selepas institusikewangan/pengeluar instrumen pembayaran membuatkeputusan muktamadnya.Untuk mengetahui jenis perkhidmatan yang disediakanoleh AKPK mengenai pengurusan kewangan dan kredit,anda boleh merujuk kepada laman web AKPK diwww.akpk.org.my.Bank tidak akan mengendalikan:− aduan yang telah dikemukakan kepada BPK,Mahkamah/Tribunal Pengguna, dan yang dikemukakanmelalui firma-firma peguam atau yang sedang merekakendalikan;− aduan yang tidak menyatakan nama pengadu, tidakditandatangani, tidak jelas atau aduan oleh pihak ketigayang tidak dibenarkan;− aduan terhadap institusi bukan di bawah kawalan seliaBank seperti Malaysia Building Society Berhad (MBSB),syarikat kredit, pemajakgadai dan peminjam wangberlesen bukan bank;− aduan yang masih belum diberi perhatian oleh institusikewangan/pengeluar instrumen pembayaran;− aduan oleh kakitangan bank/pengeluar instrumenpembayaran terhadap majikan mereka; dan− aduan oleh agen institusi kewangan/pengeluarinstrumen pembayaran seperti pengutip hutang danpenarik kenderaan terhadap prinsipalnya.* Pengeluar instrumen pembayaran yang diluluskan di bawah Akta SistemPembayaran 2003If you are not satisfied with the response or decisionof the financial institution/payment system issuerconcerned, you may submit your complaint either tothe (i) Financial Mediation Bureau (FMB), (ii) CreditCounselling and Debt Management Agency (AKPK),or (iii) Bank Negara Malaysia (the Bank). Kindlycheck with the Complaints Unit financial institution/payment instrument issuer concerned on the properavenue for dealing with your complaintFor more information on the type of complaints thatcan be referred to the FMB, you can refer to FMB’swebsite at www.fmb.org.my. You need to submityour case to the FMB within 6 months from the dateof the financial institution / payment instrumentissuer’s final decision.For more information on the type of servicesprovided by AKPK on financial and debtmanagement, you can refer to AKPK’s website atwww.akpk.org.my The Bank will not handle :- complaint which has been forwarded to FMB, theCourt/Consumer Tribunal, and referred by legalfirms or under their conduct;- complaint that do not disclose the name ofcomplainant, without signature, ambiguous innature or complaint by unauthorised third party;- complaint on institution not regulated by the Banksuch as Malaysia Building Society Berhad (MBSB),credit companies, pawnbrokers and non-banklicensed money lender;- complaint that has yet to be attended by bankinginstitution / payment instrument issuer;- complaint by financial institution / paymentinstrument issuer’s staff against their employer; and- complaint by agent of the financial institution /payment instrument issuer i.e. debt collector andcar repossessor against his/her principal.* Payment system issuer who have obtained approval underthe Payment Systems Act 2003

BANK NEGARA MALAYSIACENTRAL BANK OF MALAYSIABORANG ADUANComplaint FormMAKLUMAT PENGADUComplainant’s DetailsNamaNameNo. KPIC NoNo. Pendaftaran PerniagaanBusiness Registration No.Alamat Surat MenyuratCorrespondence AddressNo. Tel.Tel. NoFaksFaxe-mele-mailMAKLUMAT ADUANComplaint DetailsNama Institusi KewanganName of Financial InstitutionCawangan terlibatBranch concernedNama pegawai yang telah dihubungiName of contact person at the financial institutionJenis Aduan (sila tandakan√ )Type of complaint (please tick √)PinjamanLoanPerkhidmatan PelangganCustomer ServiceOperasi PerbankanBanking OperationsLain-lain, sila nyatakanOthers, please specifyFi dan CajFees and ChargesPenipuanFraudBerkaitan CekCheque relatedMAKLUMAT AKAUN (sila tandakan √ )Accounts Details (Please tick √ )Nombor AkaunAccount NumberAkaun PerseoranganIndividual AccountJenis Akaun Type of AccountAkaun SemasaCurrent AccountPembiayaan PerumahanHousing FinancingSewa BeliHire PurchaseAkaun SimpananSavings AccountAkaun PelaburanInvestment AccountLain-lain, sila nyatakanOthers, please specifyAkaun PerniagaanBusiness AccountSimpanan TetapFixed DepositKad KreditCredit Card

BANK NEGARA MALAYSIACENTRAL BANK OF MALAYSIAADUAN SAYA ADALAH SEPERTI BERIKUT:(Sila lampirkan salinan dokumen-dokumen yang berkaitandengan aduan ini dan pastikan fakta-fakta mengenai aduan iniditerangkan dengan jelas.)BORANG ADUANComplaint FormMY COMPLAINT IS AS FOLLOWS:(Please enclose photocopies of the relevantdocuments and ensure that the facts of complaintare explained clearly)...........................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................Saya mengaku bahawa maklumat di atas adalah benar dan diberikansecara sukarela. Saya faham adalah penting untuk memberikanmaklumat sepenuhnya mengenai aduan saya supaya Bank dapatmenyiasatnya dengan secepat yang mungkin. Saya juga memberikebenaran kepada Bank untuk mengemukakan borang aduanlengkap saya berserta dokumen berkaitan kepada institusikewangan/pengeluar instrumen pembayaran berkenaan agar aduansaya dapat disiasat dengan sewajarnya.I hereby declare that the information above is true and givenvoluntarily. I understand that it is important for me to providefull information of my complaint so that the Bank caninvestigate my complaint as soon as possible. I also givemy permission to the Bank to forward my completedcomplaint form and the related documents to thefinancial institution/payment system issuer concernedin order for my complaint to be properly investigated.TandatanganSignatureTarikhDate