Your options to raise a complaint

Get in touch by phone and
we’ll resolve this as quickly as possible

Malaysia Hotline
1300 13 7988

International Calls
603 2771 7771

Mon – Fri, 9am – 6pm
Exclude Weekend and Public Holidays

Performance Oversight & Streamlining Department

Ms Zaitun Abu Bakar
Tel: +603 2771 7862
Email: zaitun.abubakar@fwd.com

Mr Sharul Azri Bin Roslan
Tel: +603 2771 7892
Email: sharulazri.roslan@fwd.com

Write to Us

Prefer putting pen to paper? Write to our Complaints Unit below.

Performance Oversight & Streamlining Department

Ms Zaitun Abu Bakar
Tel: +603 2771 7862
Email: zaitun.abubakar@fwd.com

Mr Sharul Azri Bin Roslan
Tel: +603 2771 7892
Email: sharulazri.roslan@fwd.com

Please note this is a mailing address only

Level 29 Menara Shell
211 Jalan Tun Sambanthan
Brickfields 50470 Kuala Lumpur

Fax No.: 603 2710 7800

  • Resolution timeline

    All feedback will receive a reply with a resolution (if possible) within 14 days from the date of receipt.

    In the event that we need to investigate further, you’ll still receive an acknowledgment from us (within 14 days) stating the reason for delay. Our aim is to give you a final resolution within 30 days.

    If we’re unable to provide a resolution within 30 days (for example due to the need to obtain additional information from a third party), you’ll still receive ongoing monthly updates. Once we have all the information and documentation we need, we’ll give you a resolution within 14 days.

  • Help us to help you

    Please include the following details in any complaint:

    • Your certificate information: name, certificate number, and NRIC number
    • Your preferred contact details (a telephone number and / or email address)
    • A summary of your complaint including any important details
    • A scan or photocopy of any related documentation

    We’ll then get back to you as quickly as possible.

  • Complaint appeal

    If you disagree with any decisions we make you have the right to take your complaint to one or both of the following:

A. Ombudsman for Financial Services (664393P)

Ombudsman for Financial Services
(664393P)
Level 14, Main Block
Menara Takaful Malaysia
No.4 Jalan Sultan Sulaiman
50000 Kuala Lumpur

Telephone:
603 2272 2811

Fax
603 2272 1577

Email:
enquiry@ofs.org.my

Website:
www.ofs.org.my

B. Bank Negara Malaysia (BNM)

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

Operating Hours:
9am - 5pm, Mon - Fri

Telephone:
1300 88 5465 (1-300-88-LINK)

International Calls
603 2174 1717

Fax:
603 2174 1515

Email:
bnmtelelink@bnm.gov.my

SMS Service
Members of the public can now contact BNM via SMS by sending SMS to 15888* in the following manner:

Services available / Delivery message
  • To submit enquiries or complaints to Bank Negara Malaysia
    BNM TANYA [your enquiry/complaint]
  • To obtain mailing address and contact details of Bank Negara Malaysia
    BNM ALAMAT
  • To get information on how to obtain a credit report information (CCRIS)
    BNM CCRIS [e-mail address]
* Sender will be charged RM0.15 for sending a message and RM0.20 for receiving a message by the telecommunications service provider.

Get in touch! Call Us 1300 13 7988