Frequently Asked Questions

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General

FMOS offers an independent, fair and free dispute resolution service for financial consumers and investors who are unable to resolve their complaints with financial service providers or capital market intermediaries.
The eligible complainant is a financial consumer, a small and medium enterprise, or an investor who uses or has used financial services or products provided by financial service providers or capital market intermediaries.

FMOS members are financial service providers and capital market intermediaries who are licensed, registered or approved by Bank Negara Malaysia or Securities Commissions Malaysia.

Our members include commercial banks/Islamic banks, digital banks, insurers/takaful operators, development financial institutions, financial advisers/Islamic financial advisers, insurance brokers/takaful brokers, designated payment/Islamic payment instrument issuers, stockbrokers, unit trust management companies, fund managers, private retirement scheme providers, and distributors.

No. Our service is provided free of charge to financial consumers and investors.
You must file an official complaint against the financial service providers or capital market intermediaries through its internal dispute resolution process. If you are dissatisfied with the outcome of your complaint, you may submit your dispute with FMOS:
  1. within 6 months from the date of receiving the Member’s final decision; or
  2. if the Member fails to respond within 60 days from the date the dispute was first submitted to the Member concerned.
There is no minimum amount. FMOS accepts disputes with a claim amount within RM 250,000.
FMOS accepts disputes involving direct financial losses on:
  1. Banking complaints on loans and advances, Islamic finances, misselling, unauthorised transactions via ATM, Debit/Credit card, internet banking or e-money.
  2. Insurance/takaful claims on life, medical, motor, general non-motor, travel, and third-party property damage claims.
  3. Capital markets products such as securities including shares, unit trusts, warrants, retail bonds, structured products such as structured warrants, etc., derivatives (e.g., futures or options), and Private Retirement Schemes (PRS) or carrying out fund management activities.
  1. Claims exceeding the monetary limit of RM250,000 unless agreed in writing by both parties.
  2. General pricing, product features, fees & charges, credit or margin or underwriting decisions.
  3. Applications to restructure or reschedule a loan or financing (except in respect for any alleged non-disclosure or mis-representation/mis-selling by the member).
  4. A dispute that has been filed in court or arbitration or has been decided by a court or arbitrator.
  5. A dispute referred to after the six-month time limit from the date of the final decision issued by members.
  6. A dispute concerning a product or investment performance (except for alleged non-disclosure/misrepresentation /mis-selling by the member.
  7. A dispute involving more than one party that has been referred to FMOS without the consent of the other party.
  8. Disputes involving third-party bodily injury and/or death.
  9. A dispute relating to the payment policy money under a life policy and personal accident policy or takaful benefits under a family takaful certificate or personal accident takaful certificate in accordance with Schedule 10 of the Financial Services Act 2013 and the Islamic Financial Services Act 2013.
  10. A dispute involves a member against which a winding-up order has been made or where a member has declared to be financially insolvent by the or has been subject to a declaration of an event of default pursuant to the rules of Capital Markets Compensation Fund Corporation.
  11. A dispute that has exceeded the relevant limitation period prescribed under the Limitation Act 1953, Limitation Ordinance (Sabah) (Cap. 72), and Limitation Ordinance (Sarawak) (Cap. 49)
You need not engage a lawyer or a legal firm throughout the resolution process.

FMOS aims to resolve your disputes within 3 to 6 months of receiving complete documentation from you and the member concerned.

This time frame may be extended depending on the complexity of the disputes, the level of cooperation extended by the parties, or logistical impediments involving any parties.

You must submit the duly completed dispute form and documents related to your dispute, such as the Member's final decision or your first written complaint to the Member, Permitted Disclosure form (banking dispute), insurance policy/takaful certificate/cover note (insurance/takaful dispute), transaction statement/receipt/confirmation of investment (capital markets dispute), and other relevant documents.

Soalan-soalan lazim

FMOS menawarkan perkhidmatan penyelesaian pertikaian secara bebas, adil dan saksama, serta percuma bagi pengguna dan pelabur yang tidak dapat menyelesaikan aduan mereka dengan penyedia perkhidmatan kewangan atau perantara pasaran modal.

Pengguna kewangan yang menggunakan atau telah menggunakan perkhidmatan atau produk kewangan yang disediakan oleh oleh Penyedia Perkhidmatan Kewangan atau Perantara Pasaran Modal:

  1. untuk tujuan peribadi, domestik atau isi rumah; atau
  2. berkaitan dengan perniagaan kecil.

Pelabur individu atau pemilik tunggal yang mempunyai urusan atau transaksi berkaitan perkhidmatan atau produk pasaran modal yang melibatkan Ahli FMOS.

Anda boleh mengemukakan pertikaian terhadap Ahli-Ahli berikut:

  1. Bank komersial/bank Islam dan bank digital berlesen
  2. Syarikat insurans/pengendali takaful berlesen/
  3. Institusi kewangan pembangunan yang ditetapkan
  4. Penasihat kewangan dan penasihat kewangan Islam yang diluluskan
  5. Broker insurans dan takaful yang diluluskan
  6. Pengeluar instrumen pembayaran/instrumen pembayaran Islam yang diluluskan
  7. Bank pelaburan, syarikat broker saham, syarikat broker niaga hadapan, syarikat pengurusan unit amanah, syarikat pengurusan dana, penyedia dan pengedar Skim Persaraan Swasta (PRS), dan perancang kewangan yang merupakan penasihat unit amanah/PRS korporat berlesen

Tidak. Perkhidmatan kami disediakan secara percuma kepada pengguna kewangan dan para pelabur.

Anda perlu membuat aduan formal terhadap Ahli FMOS terlebih dahulu.

Jika anda tidak berpuas hati dengan keputusan aduan tersebut, anda boleh merujuk pertikaian anda kepada FMOS:

  1. dalam tempoh 6 bulan dari tarikh anda menerima keputusan akhir daripada Ahli berkenaan; atau
  2. sekiranya Ahli gagal untuk memberi maklumbalas mereka dalam tempoh 60 hari dari tarikh aduan pertama dikemukakan kepada Ahli.

Tiada had minimum. FMOS menerima pertikaian dengan jumlah tuntutan yang tidak melebihi RM250,000.

FMOS menerima pertikaian yang melibatkan kerugian kewangan langsung berkaitan dengan:

  1. Aduan perbankan berkaitan pinjaman, salah jual, pembiayaan Islam, transaksi tanpa kebenaran melalui ATM, kad debit/kredit, perbankan internet atau e-dompet.
  2. Tuntutan insurans/takaful bagi insurans hayat, perubatan, motor, perjalanan, dan tuntutan kerosakan harta pihak ketiga.
  3. Produk pasaran modal seperti sekuriti termasuk saham, waran, bon, produk berstruktur seperti waran berstruktur, derivatif (contoh: niaga hadapan/opsyen), Skim Unit Amanah dan Skim Persaraan Swasta (PRS) atau melalui pelaksanaan aktiviti pengurusan dana.

Antara aduan yang tidak boleh dikendalikan oleh FMOS:

  1. Tuntutan yang melebihi had monetari RM250,000.
  2. Pertikaian berkaitan harga umum, ciri-ciri produk, keputusan kredit/ pengunderaitan, permohonan penstrukturan/penjadualan semula pinjaman/ pembiayaan yang merupakan keputusan komersial.
  3. Pertikaian yang telah dirujuk ke mahkamah atau timbang tara.
  4. Pertikaian yang dirujuk selepas 6 bulan dari tarikh keputusan muktamad Ahli.
  5. Prestasi pelaburan sesuatu produk kecuali terdapat dakwaan kegagalan pendedahan/misrepresentasi oleh Ahli.
  6. Tuntutan yang melibatkan kecederaan badan dan/atau kematian pihak ketiga.
  7. Pertikaian yang melebihi had masa di bawah Akta Had Masa 1953, Ordinan Had Masa (Sabah) (Bab 72), dan Ordinan Had Masa (Sarawak) (Bab 49).

Anda tidak perlu melantik peguam atau firma guaman sepanjang proses penyelesaian pertikaian.

FMOS bertekad menyelesaikan pertikaian anda dalam tempoh 3 ke 6 bulan dari tarikh penerimaan dokumen lengkap daripada semua pihak terbabit. Tempoh ini boleh dilanjutkan bergantung kepada kerumitan pertikaian tersebut.

Anda perlu mengemukakan borang pertikaian yang diisi lengkap, serta dokumen-dokumen yang berkaitan seperti keputusan muktamad Ahli atau surat aduan pertama anda kepada Ahli, borang Pendedahan yang Dibenarkan (pertikaian perbankan), polisi insurans/sijil takaful/ nota perlindungan (pertikaian insurans/takaful) dan penyata transaksi/resit/pengesahan pelaburan (pertikaian pasaran modal), dan dokumen lain yang berkaitan.