{"id":1081,"date":"2025-01-09T08:18:12","date_gmt":"2025-01-09T08:18:12","guid":{"rendered":"https:\/\/fmos.org.my\/?page_id=1081"},"modified":"2025-08-01T15:45:31","modified_gmt":"2025-08-01T07:45:31","slug":"faq","status":"publish","type":"page","link":"https:\/\/www.fmos.org.my\/en\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"1081\" class=\"elementor elementor-1081\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2ab6923a e-flex e-con-boxed e-con e-parent\" data-id=\"2ab6923a\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-56981aae e-flex e-con-boxed e-con e-child\" data-id=\"56981aae\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-78bfe9b elementor-icon-list--layout-inline elementor-align-left elementor-widget__width-inherit elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"78bfe9b\" data-element_type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items elementor-inline-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-inline-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#\">\n\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Home<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-inline-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"icon icon-minus\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Dispute Resolution<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-inline-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"icon icon-minus\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">FAQ<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-f964c61 elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"f964c61\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-c660262\" data-id=\"c660262\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-956afb5 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"956afb5\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-ded27b1\" data-id=\"ded27b1\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-364988f elementor-nav-menu--dropdown-tablet elementor-nav-menu__text-align-aside elementor-nav-menu--toggle elementor-nav-menu--burger elementor-widget elementor-widget-nav-menu\" data-id=\"364988f\" data-element_type=\"widget\" data-settings=\"{&quot;layout&quot;:&quot;vertical&quot;,&quot;submenu_icon&quot;:{&quot;value&quot;:&quot;&lt;svg class=\\&quot;e-font-icon-svg e-fas-caret-down\\&quot; viewBox=\\&quot;0 0 320 512\\&quot; xmlns=\\&quot;http:\\\/\\\/www.w3.org\\\/2000\\\/svg\\&quot;&gt;&lt;path d=\\&quot;M31.3 192h257.3c17.8 0 26.7 21.5 14.1 34.1L174.1 354.8c-7.8 7.8-20.5 7.8-28.3 0L17.2 226.1C4.6 213.5 13.5 192 31.3 192z\\&quot;&gt;&lt;\\\/path&gt;&lt;\\\/svg&gt;&quot;,&quot;library&quot;:&quot;fa-solid&quot;},&quot;toggle&quot;:&quot;burger&quot;}\" data-widget_type=\"nav-menu.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<nav aria-label=\"Menu\" class=\"elementor-nav-menu--main elementor-nav-menu__container elementor-nav-menu--layout-vertical e--pointer-background e--animation-fade\">\n\t\t\t\t<ul id=\"menu-1-364988f\" class=\"elementor-nav-menu sm-vertical\"><li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-921\"><a href=\"https:\/\/www.fmos.org.my\/en\/who-can-file-a-dispute\/\" class=\"elementor-item\">Who Can File A Dispute<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-2340\"><a href=\"https:\/\/www.fmos.org.my\/en\/our-scope\/\" class=\"elementor-item\">Our Scope<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-2395\"><a href=\"https:\/\/www.fmos.org.my\/en\/how-to-file-a-dispute\/\" class=\"elementor-item\">How to File a Dispute<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-3635\"><a href=\"https:\/\/www.fmos.org.my\/en\/dispute-resolution-process\/\" class=\"elementor-item\">Dispute Resolution Process<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-2396\"><a href=\"https:\/\/www.fmos.org.my\/en\/faq\/\" class=\"elementor-item\">FAQ<\/a><\/li>\n<\/ul>\t\t\t<\/nav>\n\t\t\t\t\t<div class=\"elementor-menu-toggle\" role=\"button\" tabindex=\"0\" aria-label=\"Menu Toggle\" aria-expanded=\"false\">\n\t\t\t<svg aria-hidden=\"true\" role=\"presentation\" class=\"elementor-menu-toggle__icon--open e-font-icon-svg e-eicon-menu-bar\" viewBox=\"0 0 1000 1000\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M104 333H896C929 333 958 304 958 271S929 208 896 208H104C71 208 42 237 42 271S71 333 104 333ZM104 583H896C929 583 958 554 958 521S929 458 896 458H104C71 458 42 487 42 521S71 583 104 583ZM104 833H896C929 833 958 804 958 771S929 708 896 708H104C71 708 42 737 42 771S71 833 104 833Z\"><\/path><\/svg><svg aria-hidden=\"true\" role=\"presentation\" class=\"elementor-menu-toggle__icon--close e-font-icon-svg e-eicon-close\" viewBox=\"0 0 1000 1000\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M742 167L500 408 258 167C246 154 233 150 217 150 196 150 179 158 167 167 154 179 150 196 150 212 150 229 154 242 171 254L408 500 167 742C138 771 138 800 167 829 196 858 225 858 254 829L496 587 738 829C750 842 767 846 783 846 800 846 817 842 829 829 842 817 846 804 846 783 846 767 842 750 829 737L588 500 833 258C863 229 863 200 833 171 804 137 775 137 742 167Z\"><\/path><\/svg>\t\t<\/div>\n\t\t\t\t\t<nav class=\"elementor-nav-menu--dropdown elementor-nav-menu__container\" aria-hidden=\"true\">\n\t\t\t\t<ul id=\"menu-2-364988f\" class=\"elementor-nav-menu sm-vertical\"><li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-921\"><a href=\"https:\/\/www.fmos.org.my\/en\/who-can-file-a-dispute\/\" class=\"elementor-item\" tabindex=\"-1\">Who Can File A Dispute<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-2340\"><a href=\"https:\/\/www.fmos.org.my\/en\/our-scope\/\" class=\"elementor-item\" tabindex=\"-1\">Our Scope<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-2395\"><a href=\"https:\/\/www.fmos.org.my\/en\/how-to-file-a-dispute\/\" class=\"elementor-item\" tabindex=\"-1\">How to File a Dispute<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-3635\"><a href=\"https:\/\/www.fmos.org.my\/en\/dispute-resolution-process\/\" class=\"elementor-item\" tabindex=\"-1\">Dispute Resolution Process<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-2396\"><a href=\"https:\/\/www.fmos.org.my\/en\/faq\/\" class=\"elementor-item\" tabindex=\"-1\">FAQ<\/a><\/li>\n<\/ul>\t\t\t<\/nav>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-fce73c2\" data-id=\"fce73c2\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d70ace3 e-con-full e-flex e-con e-child\" data-id=\"d70ace3\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2d3c3ad elementor-widget elementor-widget-heading\" data-id=\"2d3c3ad\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Explore our frequently asked questions<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1601299 elementor-widget__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"1601299\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Find answers to commonly asked questions about our services and policies in our FAQ section.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-32aa9c6 elementor-widget elementor-widget-elementskit-accordion\" data-id=\"32aa9c6\" data-element_type=\"widget\" data-widget_type=\"elementskit-accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"ekit-wid-con\" >\n        <div class=\"elementskit-accordion accoedion-primary\" id=\"accordion-6a2bfe70b8061\">\n\n            \n                <div class=\"elementskit-card active\">\n                    <div class=\"elementskit-card-header\" id=\"primaryHeading-0-32aa9c6\">\n                        <a href=\"#collapse-578f3c46a2bfe70b8061\" class=\"ekit-accordion--toggler elementskit-btn-link collapsed\" data-ekit-toggle=\"collapse\" data-target=\"#Collapse-578f3c46a2bfe70b8061\" aria-expanded=\"true\" aria-controls=\"Collapse-578f3c46a2bfe70b8061\">\n                            \n                            <span class=\"ekit-accordion-title\">1. What is FMOS, and what services does FMOS provide?<\/span>\n\n                            \n                                <div class=\"ekit_accordion_icon_group\">\n                                    <div class=\"ekit_accordion_normal_icon\">\n                                        <!-- Normal Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-down-arrow1\"><\/i>                                    <\/div>\n\n                                    <div class=\"ekit_accordion_active_icon\">\n                                        <!-- Active Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-up-arrow\"><\/i>                                    <\/div>\n                                <\/div>\n\n                            \n                                                    <\/a>\n                    <\/div>\n\n                    <div id=\"Collapse-578f3c46a2bfe70b8061\" class=\" show collapse\" aria-labelledby=\"primaryHeading-0-32aa9c6\" data-parent=\"#accordion-6a2bfe70b8061\">\n\n                        <div class=\"elementskit-card-body ekit-accordion--content\">\n                            <p>The Financial Markets Ombudsman Service (FMOS) was established on 1 January 2025 through the consolidation of the Ombudsman for Financial Services and the Securities Industry Dispute Resolution Center by Bank Negara Malaysia (BNM) and Securities Malaysia (SC).<\/p><p>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.<\/p>                        <\/div>\n\n                    <\/div>\n\n                <\/div><!-- .elementskit-card END -->\n\n                \n                <div class=\"elementskit-card \">\n                    <div class=\"elementskit-card-header\" id=\"primaryHeading-1-32aa9c6\">\n                        <a href=\"#collapse-51e55ad6a2bfe70b8061\" class=\"ekit-accordion--toggler elementskit-btn-link collapsed\" data-ekit-toggle=\"collapse\" data-target=\"#Collapse-51e55ad6a2bfe70b8061\" aria-expanded=\"false\" aria-controls=\"Collapse-51e55ad6a2bfe70b8061\">\n                            \n                            <span class=\"ekit-accordion-title\">2. What is an Ombudsman?<\/span>\n\n                            \n                                <div class=\"ekit_accordion_icon_group\">\n                                    <div class=\"ekit_accordion_normal_icon\">\n                                        <!-- Normal Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-down-arrow1\"><\/i>                                    <\/div>\n\n                                    <div class=\"ekit_accordion_active_icon\">\n                                        <!-- Active Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-up-arrow\"><\/i>                                    <\/div>\n                                <\/div>\n\n                            \n                                                    <\/a>\n                    <\/div>\n\n                    <div id=\"Collapse-51e55ad6a2bfe70b8061\" class=\" collapse\" aria-labelledby=\"primaryHeading-1-32aa9c6\" data-parent=\"#accordion-6a2bfe70b8061\">\n\n                        <div class=\"elementskit-card-body ekit-accordion--content\">\n                            <p>An Ombudsman is an independent person or body that addresses and solves disputes fairly and speedily away from the courts or other legal means.<\/p>                        <\/div>\n\n                    <\/div>\n\n                <\/div><!-- .elementskit-card END -->\n\n                \n                <div class=\"elementskit-card \">\n                    <div class=\"elementskit-card-header\" id=\"primaryHeading-2-32aa9c6\">\n                        <a href=\"#collapse-f872d9f6a2bfe70b8061\" class=\"ekit-accordion--toggler elementskit-btn-link collapsed\" data-ekit-toggle=\"collapse\" data-target=\"#Collapse-f872d9f6a2bfe70b8061\" aria-expanded=\"false\" aria-controls=\"Collapse-f872d9f6a2bfe70b8061\">\n                            \n                            <span class=\"ekit-accordion-title\">3. Who can file a complaint to FMOS?<\/span>\n\n                            \n                                <div class=\"ekit_accordion_icon_group\">\n                                    <div class=\"ekit_accordion_normal_icon\">\n                                        <!-- Normal Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-down-arrow1\"><\/i>                                    <\/div>\n\n                                    <div class=\"ekit_accordion_active_icon\">\n                                        <!-- Active Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-up-arrow\"><\/i>                                    <\/div>\n                                <\/div>\n\n                            \n                                                    <\/a>\n                    <\/div>\n\n                    <div id=\"Collapse-f872d9f6a2bfe70b8061\" class=\" collapse\" aria-labelledby=\"primaryHeading-2-32aa9c6\" data-parent=\"#accordion-6a2bfe70b8061\">\n\n                        <div class=\"elementskit-card-body ekit-accordion--content\">\n                            <p>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 FMOS Members who are the financial service providers or capital market intermediaries.<\/p><ul><li>A financial consumer who uses or has used financial services or products provided by a Financial Service Provider:<\/li><\/ul><p>(i) for personal, domestic or household purposes; or<\/p><p>(ii) in connection with small business.<\/p><ul><li>An individual investor or sole proprietor having a dealing or transaction relating to capital market services or products involving a Member.<\/li><\/ul>                        <\/div>\n\n                    <\/div>\n\n                <\/div><!-- .elementskit-card END -->\n\n                \n                <div class=\"elementskit-card \">\n                    <div class=\"elementskit-card-header\" id=\"primaryHeading-3-32aa9c6\">\n                        <a href=\"#collapse-bd515e26a2bfe70b8061\" class=\"ekit-accordion--toggler elementskit-btn-link collapsed\" data-ekit-toggle=\"collapse\" data-target=\"#Collapse-bd515e26a2bfe70b8061\" aria-expanded=\"false\" aria-controls=\"Collapse-bd515e26a2bfe70b8061\">\n                            \n                            <span class=\"ekit-accordion-title\">4. Who are FMOS Members?<\/span>\n\n                            \n                                <div class=\"ekit_accordion_icon_group\">\n                                    <div class=\"ekit_accordion_normal_icon\">\n                                        <!-- Normal Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-down-arrow1\"><\/i>                                    <\/div>\n\n                                    <div class=\"ekit_accordion_active_icon\">\n                                        <!-- Active Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-up-arrow\"><\/i>                                    <\/div>\n                                <\/div>\n\n                            \n                                                    <\/a>\n                    <\/div>\n\n                    <div id=\"Collapse-bd515e26a2bfe70b8061\" class=\" collapse\" aria-labelledby=\"primaryHeading-3-32aa9c6\" data-parent=\"#accordion-6a2bfe70b8061\">\n\n                        <div class=\"elementskit-card-body ekit-accordion--content\">\n                            <p>FMOS members are financial service providers and capital market intermediaries licensed, registered or approved by Bank Negara Malaysia or Securities Commission Malaysia.<\/p><p>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.<\/p>                        <\/div>\n\n                    <\/div>\n\n                <\/div><!-- .elementskit-card END -->\n\n                \n                <div class=\"elementskit-card \">\n                    <div class=\"elementskit-card-header\" id=\"primaryHeading-4-32aa9c6\">\n                        <a href=\"#collapse-c10a1a06a2bfe70b8061\" class=\"ekit-accordion--toggler elementskit-btn-link collapsed\" data-ekit-toggle=\"collapse\" data-target=\"#Collapse-c10a1a06a2bfe70b8061\" aria-expanded=\"false\" aria-controls=\"Collapse-c10a1a06a2bfe70b8061\">\n                            \n                            <span class=\"ekit-accordion-title\">5. Do I need to pay for FMOS services?<\/span>\n\n                            \n                                <div class=\"ekit_accordion_icon_group\">\n                                    <div class=\"ekit_accordion_normal_icon\">\n                                        <!-- Normal Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-down-arrow1\"><\/i>                                    <\/div>\n\n                                    <div class=\"ekit_accordion_active_icon\">\n                                        <!-- Active Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-up-arrow\"><\/i>                                    <\/div>\n                                <\/div>\n\n                            \n                                                    <\/a>\n                    <\/div>\n\n                    <div id=\"Collapse-c10a1a06a2bfe70b8061\" class=\" collapse\" aria-labelledby=\"primaryHeading-4-32aa9c6\" data-parent=\"#accordion-6a2bfe70b8061\">\n\n                        <div class=\"elementskit-card-body ekit-accordion--content\">\n                            <p>No. Our service is provided free of charge to financial consumers and investors.<\/p>                        <\/div>\n\n                    <\/div>\n\n                <\/div><!-- .elementskit-card END -->\n\n                \n                <div class=\"elementskit-card \">\n                    <div class=\"elementskit-card-header\" id=\"primaryHeading-5-32aa9c6\">\n                        <a href=\"#collapse-7496c7c6a2bfe70b8061\" class=\"ekit-accordion--toggler elementskit-btn-link collapsed\" data-ekit-toggle=\"collapse\" data-target=\"#Collapse-7496c7c6a2bfe70b8061\" aria-expanded=\"false\" aria-controls=\"Collapse-7496c7c6a2bfe70b8061\">\n                            \n                            <span class=\"ekit-accordion-title\">6. What types of disputes can FMOS handle?<\/span>\n\n                            \n                                <div class=\"ekit_accordion_icon_group\">\n                                    <div class=\"ekit_accordion_normal_icon\">\n                                        <!-- Normal Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-down-arrow1\"><\/i>                                    <\/div>\n\n                                    <div class=\"ekit_accordion_active_icon\">\n                                        <!-- Active Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-up-arrow\"><\/i>                                    <\/div>\n                                <\/div>\n\n                            \n                                                    <\/a>\n                    <\/div>\n\n                    <div id=\"Collapse-7496c7c6a2bfe70b8061\" class=\" collapse\" aria-labelledby=\"primaryHeading-5-32aa9c6\" data-parent=\"#accordion-6a2bfe70b8061\">\n\n                        <div class=\"elementskit-card-body ekit-accordion--content\">\n                            <p>FMOS accepts disputes involving direct financial losses up to RM 250,000.00 on:<\/p><ul><li><ul><li>Banking complaints on loans and advances, Islamic finances, misselling, unauthorised transactions via ATM, Debit\/Credit card, internet banking or e-money.<\/li><\/ul><\/li><\/ul><ul><li><ul><li>Insurance\/takaful claims on life, medical, motor, general non-motor, travel, and third-party property damage claims.<\/li><\/ul><\/li><\/ul><ul><li>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.<\/li><\/ul>                        <\/div>\n\n                    <\/div>\n\n                <\/div><!-- .elementskit-card END -->\n\n                \n                <div class=\"elementskit-card \">\n                    <div class=\"elementskit-card-header\" id=\"primaryHeading-6-32aa9c6\">\n                        <a href=\"#collapse-1217e5d6a2bfe70b8061\" class=\"ekit-accordion--toggler elementskit-btn-link collapsed\" data-ekit-toggle=\"collapse\" data-target=\"#Collapse-1217e5d6a2bfe70b8061\" aria-expanded=\"false\" aria-controls=\"Collapse-1217e5d6a2bfe70b8061\">\n                            \n                            <span class=\"ekit-accordion-title\">7. What is the minimum amount that I can claim for?<\/span>\n\n                            \n                                <div class=\"ekit_accordion_icon_group\">\n                                    <div class=\"ekit_accordion_normal_icon\">\n                                        <!-- Normal Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-down-arrow1\"><\/i>                                    <\/div>\n\n                                    <div class=\"ekit_accordion_active_icon\">\n                                        <!-- Active Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-up-arrow\"><\/i>                                    <\/div>\n                                <\/div>\n\n                            \n                                                    <\/a>\n                    <\/div>\n\n                    <div id=\"Collapse-1217e5d6a2bfe70b8061\" class=\" collapse\" aria-labelledby=\"primaryHeading-6-32aa9c6\" data-parent=\"#accordion-6a2bfe70b8061\">\n\n                        <div class=\"elementskit-card-body ekit-accordion--content\">\n                            <p>There is no minimum amount. FMOS accepts disputes with a claim amount within RM 250,000.<\/p>                        <\/div>\n\n                    <\/div>\n\n                <\/div><!-- .elementskit-card END -->\n\n                \n                <div class=\"elementskit-card \">\n                    <div class=\"elementskit-card-header\" id=\"primaryHeading-7-32aa9c6\">\n                        <a href=\"#collapse-35086196a2bfe70b8061\" class=\"ekit-accordion--toggler elementskit-btn-link collapsed\" data-ekit-toggle=\"collapse\" data-target=\"#Collapse-35086196a2bfe70b8061\" aria-expanded=\"false\" aria-controls=\"Collapse-35086196a2bfe70b8061\">\n                            \n                            <span class=\"ekit-accordion-title\">8. If I am a foreigner or residing outside Malaysia, can I still refer to FMOS?<\/span>\n\n                            \n                                <div class=\"ekit_accordion_icon_group\">\n                                    <div class=\"ekit_accordion_normal_icon\">\n                                        <!-- Normal Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-down-arrow1\"><\/i>                                    <\/div>\n\n                                    <div class=\"ekit_accordion_active_icon\">\n                                        <!-- Active Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-up-arrow\"><\/i>                                    <\/div>\n                                <\/div>\n\n                            \n                                                    <\/a>\n                    <\/div>\n\n                    <div id=\"Collapse-35086196a2bfe70b8061\" class=\" collapse\" aria-labelledby=\"primaryHeading-7-32aa9c6\" data-parent=\"#accordion-6a2bfe70b8061\">\n\n                        <div class=\"elementskit-card-body ekit-accordion--content\">\n                            <p>Yes. As long as your dispute or claim concerns a financial or capital market product or service provided to you by an FMOS Member.<\/p>                        <\/div>\n\n                    <\/div>\n\n                <\/div><!-- .elementskit-card END -->\n\n                \n                <div class=\"elementskit-card \">\n                    <div class=\"elementskit-card-header\" id=\"primaryHeading-8-32aa9c6\">\n                        <a href=\"#collapse-e4680986a2bfe70b8061\" class=\"ekit-accordion--toggler elementskit-btn-link collapsed\" data-ekit-toggle=\"collapse\" data-target=\"#Collapse-e4680986a2bfe70b8061\" aria-expanded=\"false\" aria-controls=\"Collapse-e4680986a2bfe70b8061\">\n                            \n                            <span class=\"ekit-accordion-title\">9. What disputes are outside of FMOS&#039; scope?<\/span>\n\n                            \n                                <div class=\"ekit_accordion_icon_group\">\n                                    <div class=\"ekit_accordion_normal_icon\">\n                                        <!-- Normal Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-down-arrow1\"><\/i>                                    <\/div>\n\n                                    <div class=\"ekit_accordion_active_icon\">\n                                        <!-- Active Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-up-arrow\"><\/i>                                    <\/div>\n                                <\/div>\n\n                            \n                                                    <\/a>\n                    <\/div>\n\n                    <div id=\"Collapse-e4680986a2bfe70b8061\" class=\" collapse\" aria-labelledby=\"primaryHeading-8-32aa9c6\" data-parent=\"#accordion-6a2bfe70b8061\">\n\n                        <div class=\"elementskit-card-body ekit-accordion--content\">\n                            <ol><li>Claims exceeding the monetary limit of RM250,000 unless agreed in writing by both parties.<\/li><li>A dispute arising from commercial decisions within the discretion of the Member, e.g., general pricing\/product pricing, fees &amp;amp; charges, product features, credit or margin or underwriting decisions, or applications to restructure or reschedule a loan or financing, save and except in respect of any alleged nondisclosure or misrepresentation\/mis-selling by the Member concerning such financial and capital market product or service.<\/li><li>A dispute concerning the actuarial standards, tables and principles which the Member applies to its long-term insurance\/takaful business (including the method of calculation of surrender values, paid-up policy values, interest rate imposed on Non performing loan (NPL)\/Automatic Premium Loan (APL), and the bonus rate applicable to the policy in question) for insurance or takaful claims, except guaranteed payments which are explicitly mentioned in the terms and conditions of the policy.<\/li><li>A dispute that has been filed in court or arbitration or has been decided by a court or arbitrator.<\/li><li>A dispute that is referred to FMOS after more than 6 months from the date of receipt of the Member\u2019s final decision (except in circumstances where FMOS grants an extension of time).<\/li><li>A dispute that has exceeded the relevant limitation periods as provided under the Limitation Act 1953 or Limitation Ordinance (Sabah) (Cap.72) or Limitation Ordinance (Sarawak) (Cap. 49).<\/li><li>A dispute for which a final and binding decision has already been given by FMOS (or its Predecessor Scheme) unless new material evidence arises that may affect the earlier decision.<\/li><li>A dispute concerning the performance of a product (financial or capital market) or investment save and except for any alleged non-disclosure or misrepresentation\/mis-selling by the Member concerning such product or capital market service.<\/li><li>A dispute involving more than one Complainant has been referred to FMOS without the consent of the other Complainant, and FMOS is of the view that it would be inappropriate to deal with the dispute without the other Complainant\u2019s consent.<\/li><li>A dispute involving claims arising from third-party bodily injury or death.<\/li><li>A dispute relating to the payment of policy money under a life policy and personal accident policy or payment of takaful benefits under a family takaful certificate and personal accident takaful certificate made in accordance with the provisions set out in Schedule 10 of the Financial Services Act 2013 and the Islamic Financial Services Act 2013, respectively.<\/li><li>A dispute which involves a Member against which a winding up order has been made, or where the Member has been declared to be financially insolvent by a court of law or has been the subject of a declaration of an event of default pursuant to the rules of the Capital Market Compensation Fund Corporation.<\/li><li>A dispute involving matters under investigation by the Authorities where the Authorities have issued a directive under the Regulations to FMOS not to proceed with the Dispute Resolution Process.<\/li><\/ol>                        <\/div>\n\n                    <\/div>\n\n                <\/div><!-- .elementskit-card END -->\n\n                \n                <div class=\"elementskit-card \">\n                    <div class=\"elementskit-card-header\" id=\"primaryHeading-9-32aa9c6\">\n                        <a href=\"#collapse-c2e59e26a2bfe70b8061\" class=\"ekit-accordion--toggler elementskit-btn-link collapsed\" data-ekit-toggle=\"collapse\" data-target=\"#Collapse-c2e59e26a2bfe70b8061\" aria-expanded=\"false\" aria-controls=\"Collapse-c2e59e26a2bfe70b8061\">\n                            \n                            <span class=\"ekit-accordion-title\">10. When can I file a dispute with FMOS?<\/span>\n\n                            \n                                <div class=\"ekit_accordion_icon_group\">\n                                    <div class=\"ekit_accordion_normal_icon\">\n                                        <!-- Normal Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-down-arrow1\"><\/i>                                    <\/div>\n\n                                    <div class=\"ekit_accordion_active_icon\">\n                                        <!-- Active Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-up-arrow\"><\/i>                                    <\/div>\n                                <\/div>\n\n                            \n                                                    <\/a>\n                    <\/div>\n\n                    <div id=\"Collapse-c2e59e26a2bfe70b8061\" class=\" collapse\" aria-labelledby=\"primaryHeading-9-32aa9c6\" data-parent=\"#accordion-6a2bfe70b8061\">\n\n                        <div class=\"elementskit-card-body ekit-accordion--content\">\n                            <p>You must file an official complaint against the FMOS Members. If you are dissatisfied with the outcome of your complaint, you may submit your dispute with FMOS:<\/p><ul><li>Within 6 months from the date of receiving the Member\u2019s final decision;<br \/>or<\/li><li>If the Member fails to respond within 60 days from the date the complaint was first submitted to the Member concerned.<\/li><\/ul><p>A member&amp;#39;s final decision must be issued in writing to the Complainant, through a letter\/email, informing the Complainant that it is the Member\u2019s final decision for the complaint and stating the availability of FMOS as an alternative dispute resolution channel if the Complainant is dissatisfied with the Member\u2019s final decision.<\/p>                        <\/div>\n\n                    <\/div>\n\n                <\/div><!-- .elementskit-card END -->\n\n                \n                <div class=\"elementskit-card \">\n                    <div class=\"elementskit-card-header\" id=\"primaryHeading-10-32aa9c6\">\n                        <a href=\"#collapse-785491e6a2bfe70b8061\" class=\"ekit-accordion--toggler elementskit-btn-link collapsed\" data-ekit-toggle=\"collapse\" data-target=\"#Collapse-785491e6a2bfe70b8061\" aria-expanded=\"false\" aria-controls=\"Collapse-785491e6a2bfe70b8061\">\n                            \n                            <span class=\"ekit-accordion-title\">11. Can I engage a lawyer to file a dispute?<\/span>\n\n                            \n                                <div class=\"ekit_accordion_icon_group\">\n                                    <div class=\"ekit_accordion_normal_icon\">\n                                        <!-- Normal Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-down-arrow1\"><\/i>                                    <\/div>\n\n                                    <div class=\"ekit_accordion_active_icon\">\n                                        <!-- Active Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-up-arrow\"><\/i>                                    <\/div>\n                                <\/div>\n\n                            \n                                                    <\/a>\n                    <\/div>\n\n                    <div id=\"Collapse-785491e6a2bfe70b8061\" class=\" collapse\" aria-labelledby=\"primaryHeading-10-32aa9c6\" data-parent=\"#accordion-6a2bfe70b8061\">\n\n                        <div class=\"elementskit-card-body ekit-accordion--content\">\n                            <p>You need not engage a lawyer or a legal firm throughout the resolution process.<\/p>                        <\/div>\n\n                    <\/div>\n\n                <\/div><!-- .elementskit-card END -->\n\n                \n                <div class=\"elementskit-card \">\n                    <div class=\"elementskit-card-header\" id=\"primaryHeading-11-32aa9c6\">\n                        <a href=\"#collapse-562c4136a2bfe70b8061\" class=\"ekit-accordion--toggler elementskit-btn-link collapsed\" data-ekit-toggle=\"collapse\" data-target=\"#Collapse-562c4136a2bfe70b8061\" aria-expanded=\"false\" aria-controls=\"Collapse-562c4136a2bfe70b8061\">\n                            \n                            <span class=\"ekit-accordion-title\">12. Do I need complete documents before coming to FMOS?<\/span>\n\n                            \n                                <div class=\"ekit_accordion_icon_group\">\n                                    <div class=\"ekit_accordion_normal_icon\">\n                                        <!-- Normal Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-down-arrow1\"><\/i>                                    <\/div>\n\n                                    <div class=\"ekit_accordion_active_icon\">\n                                        <!-- Active Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-up-arrow\"><\/i>                                    <\/div>\n                                <\/div>\n\n                            \n                                                    <\/a>\n                    <\/div>\n\n                    <div id=\"Collapse-562c4136a2bfe70b8061\" class=\" collapse\" aria-labelledby=\"primaryHeading-11-32aa9c6\" data-parent=\"#accordion-6a2bfe70b8061\">\n\n                        <div class=\"elementskit-card-body ekit-accordion--content\">\n                            <p>It would be helpful to have complete documents, but you may still come to FMOS for consultation and submit your documents later. You are advised to submit promptly all relevant documents that will help support your claim upon request by FMOS for a speedy dispute resolution process.<\/p>                        <\/div>\n\n                    <\/div>\n\n                <\/div><!-- .elementskit-card END -->\n\n                \n                <div class=\"elementskit-card \">\n                    <div class=\"elementskit-card-header\" id=\"primaryHeading-12-32aa9c6\">\n                        <a href=\"#collapse-c777a6b6a2bfe70b8061\" class=\"ekit-accordion--toggler elementskit-btn-link collapsed\" data-ekit-toggle=\"collapse\" data-target=\"#Collapse-c777a6b6a2bfe70b8061\" aria-expanded=\"false\" aria-controls=\"Collapse-c777a6b6a2bfe70b8061\">\n                            \n                            <span class=\"ekit-accordion-title\">14. How do I complain to or file a claim with FMOS?<\/span>\n\n                            \n                                <div class=\"ekit_accordion_icon_group\">\n                                    <div class=\"ekit_accordion_normal_icon\">\n                                        <!-- Normal Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-down-arrow1\"><\/i>                                    <\/div>\n\n                                    <div class=\"ekit_accordion_active_icon\">\n                                        <!-- Active Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-up-arrow\"><\/i>                                    <\/div>\n                                <\/div>\n\n                            \n                                                    <\/a>\n                    <\/div>\n\n                    <div id=\"Collapse-c777a6b6a2bfe70b8061\" class=\" collapse\" aria-labelledby=\"primaryHeading-12-32aa9c6\" data-parent=\"#accordion-6a2bfe70b8061\">\n\n                        <div class=\"elementskit-card-body ekit-accordion--content\">\n                            <p>You may submit your dispute through our website at www.fmos.org.my. Alternatively, you can contact us or submit your dispute in person at:<\/p><p>Level 14 Main Block<br \/>Menara Takaful Malaysia<br \/>No. 4 Jalan Sultan Sulaiman, 50000 Kuala Lumpur<\/p><p>Tel: +603 2272 2811<\/p>                        <\/div>\n\n                    <\/div>\n\n                <\/div><!-- .elementskit-card END -->\n\n                \n                <div class=\"elementskit-card \">\n                    <div class=\"elementskit-card-header\" id=\"primaryHeading-13-32aa9c6\">\n                        <a href=\"#collapse-d5134206a2bfe70b8061\" class=\"ekit-accordion--toggler elementskit-btn-link collapsed\" data-ekit-toggle=\"collapse\" data-target=\"#Collapse-d5134206a2bfe70b8061\" aria-expanded=\"false\" aria-controls=\"Collapse-d5134206a2bfe70b8061\">\n                            \n                            <span class=\"ekit-accordion-title\">15. What happens after I submit my dispute to FMOS?<\/span>\n\n                            \n                                <div class=\"ekit_accordion_icon_group\">\n                                    <div class=\"ekit_accordion_normal_icon\">\n                                        <!-- Normal Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-down-arrow1\"><\/i>                                    <\/div>\n\n                                    <div class=\"ekit_accordion_active_icon\">\n                                        <!-- Active Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-up-arrow\"><\/i>                                    <\/div>\n                                <\/div>\n\n                            \n                                                    <\/a>\n                    <\/div>\n\n                    <div id=\"Collapse-d5134206a2bfe70b8061\" class=\" collapse\" aria-labelledby=\"primaryHeading-13-32aa9c6\" data-parent=\"#accordion-6a2bfe70b8061\">\n\n                        <div class=\"elementskit-card-body ekit-accordion--content\">\n                            <p>After you submit your complaint, FMOS will assess its eligibility. The case will be registered if your complaint passes the initial vetting stage.<\/p><p>FMOS adopts a two-stage dispute resolution process consisting of Case Management and Adjudication.<\/p><p><span style=\"text-decoration: underline\">Stage 1: Case Management<\/span><\/p><p>The eligible will be assigned to a Case Manager. If further information or documents are required, the Case Manager will request them from you. After receiving complete information from you, the Case Manager will write to the Member involved to respond to the dispute.<\/p><p>The Case Manager will work towards a mutual settlement between the disputing parties through mediation, negotiation or conciliation.<\/p><p>The FMOS Case Manager\u2019s role includes but is not limited to:<\/p><ul><li>Assessment of the eligibility of a dispute lodged with FMOS<\/li><li>Investigation of issues raised in or relating to a dispute<\/li><li>Acting as the primary point of contact between the disputing parties and FMOS<\/li><li>To encourage and facilitate dialogue, provide guidance, assist the parties in clarifying their interests and in understanding differences, and working towards a mutually acceptable settlement<\/li><li>To conduct conciliation, negotiation, or mediation sessions as they deem fit<\/li><li>To issue a Recommendation relating to a dispute<\/li><\/ul><p>If a settlement is not reached, the Case Manager will issue a written Recommendation within 30 days. The dispute is resolved if both parties accept the Case Manager\u2019s Recommendation. Should either party reject the Recommendation, they can refer the matter to the Ombudsman for Adjudication within 30 days.<\/p><p>If you do not respond to the Recommendation within 30 days, the dispute is deemed NOT to have been referred to adjudication. If the Member does not respond to the Recommendation within 30 days, the Member is deemed to have accepted the Recommendation.<\/p><p><span style=\"text-decoration: underline\">Stage 2: Adjudication<\/span><\/p><p>The Ombudsman will review the entire matter, including the Case Manager\u2019s Recommendation, and assess it considering all the information provided. During this, he\/she may require the parties to supply further documents or make further submissions.<\/p><p>The Ombudsman will review the dispute independent of the Case Manager&amp;#39;s findings and issue a final Decision within 14 days of receiving the complete documents from both parties.<\/p><p>In delivering its decision, the Ombudsman may come to the contrary and\/or find a different finding from the Case Manager\u2019s Recommendation or may concur.<\/p><p>An Ombudsman shall exercise all powers, duties and responsibilities per the Constitution, FMOS Regulations and these Rules, including adjudicating and issuing an Adjudication Decision on a dispute. The Adjudication Decision issued by the Ombudsman is final.<\/p><p>The Member shall comply with the Adjudication Decision within 14 days from the date the Member is informed of the Complainant\u2019s acceptance of the Adjudication Decision.<\/p>                        <\/div>\n\n                    <\/div>\n\n                <\/div><!-- .elementskit-card END -->\n\n                \n                <div class=\"elementskit-card \">\n                    <div class=\"elementskit-card-header\" id=\"primaryHeading-14-32aa9c6\">\n                        <a href=\"#collapse-070bcc66a2bfe70b8061\" class=\"ekit-accordion--toggler elementskit-btn-link collapsed\" data-ekit-toggle=\"collapse\" data-target=\"#Collapse-070bcc66a2bfe70b8061\" aria-expanded=\"false\" aria-controls=\"Collapse-070bcc66a2bfe70b8061\">\n                            \n                            <span class=\"ekit-accordion-title\">17. Can my friend or family accompany me during the FMOS mediation session?<\/span>\n\n                            \n                                <div class=\"ekit_accordion_icon_group\">\n                                    <div class=\"ekit_accordion_normal_icon\">\n                                        <!-- Normal Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-down-arrow1\"><\/i>                                    <\/div>\n\n                                    <div class=\"ekit_accordion_active_icon\">\n                                        <!-- Active Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-up-arrow\"><\/i>                                    <\/div>\n                                <\/div>\n\n                            \n                                                    <\/a>\n                    <\/div>\n\n                    <div id=\"Collapse-070bcc66a2bfe70b8061\" class=\" collapse\" aria-labelledby=\"primaryHeading-14-32aa9c6\" data-parent=\"#accordion-6a2bfe70b8061\">\n\n                        <div class=\"elementskit-card-body ekit-accordion--content\">\n                            <p>A third party may only attend the mediation sessions with prior approval from FMOS. Due to the confidential nature of the proceedings, FMOS generally does not allow for third-party participation. However, in some exceptional circumstances, FMOS may exercise discretion to allow it, for example, if the complainant is elderly and needs assistance.<\/p>                        <\/div>\n\n                    <\/div>\n\n                <\/div><!-- .elementskit-card END -->\n\n                \n                <div class=\"elementskit-card \">\n                    <div class=\"elementskit-card-header\" id=\"primaryHeading-15-32aa9c6\">\n                        <a href=\"#collapse-3be23c86a2bfe70b8061\" class=\"ekit-accordion--toggler elementskit-btn-link collapsed\" data-ekit-toggle=\"collapse\" data-target=\"#Collapse-3be23c86a2bfe70b8061\" aria-expanded=\"false\" aria-controls=\"Collapse-3be23c86a2bfe70b8061\">\n                            \n                            <span class=\"ekit-accordion-title\">18. Can I withdraw my case during FMOS\u2019 dispute resolution process?<\/span>\n\n                            \n                                <div class=\"ekit_accordion_icon_group\">\n                                    <div class=\"ekit_accordion_normal_icon\">\n                                        <!-- Normal Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-down-arrow1\"><\/i>                                    <\/div>\n\n                                    <div class=\"ekit_accordion_active_icon\">\n                                        <!-- Active Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-up-arrow\"><\/i>                                    <\/div>\n                                <\/div>\n\n                            \n                                                    <\/a>\n                    <\/div>\n\n                    <div id=\"Collapse-3be23c86a2bfe70b8061\" class=\" collapse\" aria-labelledby=\"primaryHeading-15-32aa9c6\" data-parent=\"#accordion-6a2bfe70b8061\">\n\n                        <div class=\"elementskit-card-body ekit-accordion--content\">\n                            <p>After lodging his dispute with FMOS, a Complainant is at liberty at any time in the entire dispute resolution process to withdraw the dispute in writing and is free to pursue his\/her rights through any other means. The Member cannot withdraw from the dispute resolution process.<\/p>                        <\/div>\n\n                    <\/div>\n\n                <\/div><!-- .elementskit-card END -->\n\n                \n                <div class=\"elementskit-card \">\n                    <div class=\"elementskit-card-header\" id=\"primaryHeading-16-32aa9c6\">\n                        <a href=\"#collapse-3c642a06a2bfe70b8061\" class=\"ekit-accordion--toggler elementskit-btn-link collapsed\" data-ekit-toggle=\"collapse\" data-target=\"#Collapse-3c642a06a2bfe70b8061\" aria-expanded=\"false\" aria-controls=\"Collapse-3c642a06a2bfe70b8061\">\n                            \n                            <span class=\"ekit-accordion-title\">19. Is the Ombudsman Decision binding on all parties?<\/span>\n\n                            \n                                <div class=\"ekit_accordion_icon_group\">\n                                    <div class=\"ekit_accordion_normal_icon\">\n                                        <!-- Normal Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-down-arrow1\"><\/i>                                    <\/div>\n\n                                    <div class=\"ekit_accordion_active_icon\">\n                                        <!-- Active Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-up-arrow\"><\/i>                                    <\/div>\n                                <\/div>\n\n                            \n                                                    <\/a>\n                    <\/div>\n\n                    <div id=\"Collapse-3c642a06a2bfe70b8061\" class=\" collapse\" aria-labelledby=\"primaryHeading-16-32aa9c6\" data-parent=\"#accordion-6a2bfe70b8061\">\n\n                        <div class=\"elementskit-card-body ekit-accordion--content\">\n                            <p>The Ombudsman\u2019s Decision is binding only on FMOS Members. If the complainant is unhappy with the Decision, they can explore other avenues to resolve their dispute.<\/p><p>However, if the complainant accepts the Ombudsman\u2019s Decision, they will enter into a settlement agreement with the FMOS Member, which will then become binding on both parties.<\/p>                        <\/div>\n\n                    <\/div>\n\n                <\/div><!-- .elementskit-card END -->\n\n                \n                <div class=\"elementskit-card \">\n                    <div class=\"elementskit-card-header\" id=\"primaryHeading-17-32aa9c6\">\n                        <a href=\"#collapse-802ad306a2bfe70b8061\" class=\"ekit-accordion--toggler elementskit-btn-link collapsed\" data-ekit-toggle=\"collapse\" data-target=\"#Collapse-802ad306a2bfe70b8061\" aria-expanded=\"false\" aria-controls=\"Collapse-802ad306a2bfe70b8061\">\n                            \n                            <span class=\"ekit-accordion-title\">20. Can I appeal if I am unsatisfied with the final Decision made by the Ombudsman?<\/span>\n\n                            \n                                <div class=\"ekit_accordion_icon_group\">\n                                    <div class=\"ekit_accordion_normal_icon\">\n                                        <!-- Normal Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-down-arrow1\"><\/i>                                    <\/div>\n\n                                    <div class=\"ekit_accordion_active_icon\">\n                                        <!-- Active Icon -->\n\t\t\t\t\t\t\t\t\t\t<i class=\"icon icon-up-arrow\"><\/i>                                    <\/div>\n                                <\/div>\n\n                            \n                                                    <\/a>\n                    <\/div>\n\n                    <div id=\"Collapse-802ad306a2bfe70b8061\" class=\" collapse\" aria-labelledby=\"primaryHeading-17-32aa9c6\" data-parent=\"#accordion-6a2bfe70b8061\">\n\n                        <div class=\"elementskit-card-body ekit-accordion--content\">\n                            <p>No. FMOS Dispute Resolution process ends at the Adjudication stage. You may pursue your rights through other means, e.g. court or arbitration.<\/p>                        <\/div>\n\n                    <\/div>\n\n                <\/div><!-- .elementskit-card END -->\n\n                                        <\/div>\n    <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Home Dispute Resolution FAQ Explore our frequently asked questions Find answers to commonly asked questions about our services and policies in our FAQ section. 1. What is FMOS, and what services does FMOS provide? The Financial Markets Ombudsman Service (FMOS) was established on 1 January 2025 through the consolidation of the Ombudsman for Financial Services [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-1081","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>FMOS FAQ \u2013 Frequently Asked Questions | FMOS Malaysia<\/title>\n<meta name=\"description\" content=\"Explore the FMOS FAQ section to find answers to common questions about our services, application process, policies, and more in Malaysia.Need further assistance? 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