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File a Complaint
English
English Bahasa Melayu
Fmos
File A Complaint
Fmos
Complaint

How to File a Dispute

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  • How to File a Dispute

When to submit a dispute

Before submitting a dispute to FMOS, the complainant must first file a formal complaint against our Member.

If you are dissatisfied with the final decision by the Member regarding your complaint, you may then submit your dispute with FMOS:

  • within 6 months from the date of receiving the Member’s final decision; or
  • if the Member fails to respond within 60 days from the date the dispute was first submitted to the Member concerned.

Document checklist

You need to provide us with the duly completed complaint form and all relevant documents about the dispute, such as the Member’s final decision or a copy of your first written complaint to the Member.

  • When filing a dispute, please provide as much information as possible.
  • You must provide relevant supporting documents for us to begin the investigation/mediation process effectively.
  • Insufficient supporting documents may cause a delay in processing your dispute.
  • The following documents need to be submitted to us for our consideration (whichever is applicable):

 

Banking including
 Islamic banking and
Payment Systems
  1. The Member’s final decision (letter/email) or copy of your first dispute to the Member
  2. Duly completed FMOS Dispute Form (refer to link)
  3. Duly signed original copy of the Permitted Disclosure Form by account holder(s) under :-
    1. Subsection 134 (1) of the Financial Services Act 2013 – for disputes against licensed banks and approved issuers of a designated payment instrument  (refer to link)
    2. Subsection 146 (1) of the Islamic Financial Services Act 2013 – for disputes against licensed Islamic banks and  approved issuers of a designated Islamic payment instrument (refer to link)
    3. Subsection 120 (c) of the  Development Financial Institutions Act 2002 – for disputes against  the prescribed development financial institution (refer to link)
  4. Copy of account holder(s)’s  identification document(s) (NRIC/Passport/SSM)
  5. Copy of complainant’s identification document (NRIC/Passport), if you attend on behalf of the account holder(s)
  6. If you are representing the account holder (next of kin/beneficiary), letter of authorisation from the account holder (refer to link) and your identification document (NRIC/Passport) are compulsory.
  7. Confirmation Letter of account holder(s)’s Micro/Small Business Status by the Company Secretary, if the business is not registered with SME Corporation Malaysia (refer to link)
Other relevant documents depending on the nature of dispute (where applicable):
  1. Summary of the dispute in chronological order, if it’s not stated in the FMOS Dispute Form
  2. Correspondence (letters or email) between you and the Member
  3. Police report
  4. Bank statements
  5. Credit card sales draft/transaction slip
  6. The savings passbook or statement of account indicating the disputed transaction
  7. Disputed Automated Teller Machine (ATM)/ Cash Deposit Machine (CDM) transaction receipt
  8. Loan Statements
  9. Bancassurance policy or bancatakaful certificate (if any)
Insurance/Takaful
  1. The Member’s final decision (letter/email) or copy of your first dispute to the Member
  2. Duly completed FMOS Dispute Form (refer to link)
  3. Copy of policy or certificate holder(s)’s identification document (NRIC/Passport/SSM)
  4. If you are representing the account holder (next of kin/beneficiary), letter of authorisation from the account holder (refer to link) and your identification document (NRIC/Passport) are compulsory.
  5. Confirmation Letter of policy or certificate holder(s)’s  Micro/Small Business Status by the Company Secretary, if the business is not registered with SME Corporation Malaysia (refer to link)
  6. Copy of policy/certificate schedule and contract
Other relevant documents depending on the nature of dispute (where applicable):
  1. Correspondence (letters or email) between you and the Member
  2. Summary of the dispute in chronological order
  3. Copy of medical reports
  4. Copy of police reports
  5. Copy of adjuster’s report
  6. Copy of driver’s licence
  7. Copy of vehicle registration card
  8. Copy of the hospital charges/bills
Capital Market
  1. The Member’s final decision (letter/email) or copy of your first dispute to the Member
  2. Duly completed FMOS Dispute Form (refer to link)
  3. Copy of complainant’s identification document (NRIC/Passport/SSM)
Other relevant documents depending on the nature of dispute (where applicable):
  1. Summary of the dispute/complaint in chronological order, if it is not stated in the Dispute Form
  2. Correspondence (letters or email) between you and the Member including WhatsApp or text messages
  3. Police report (if any)
  4. Relevant Bank statements/Trading statements/Contract Notes/Transaction Advice
  5. Documents provided by the Member to you during the sales process
  6. Any other relevant information and documents to support your claim

You may submit your dispute here: File A Complaint

Alternatively, you can contact us or submit your dispute in person at:

Address:

Level 14 Main Block,
Menara Takaful Malaysia
No. 4 Jalan Sultan Sulaiman,
50000 Kuala Lumpur

General Line: +603 2272 2811

Opening hours:
8.30 am – 5.30 pm
Mondays – Fridays
(excluding public holidays)