{"id":2352,"date":"2025-01-31T07:54:04","date_gmt":"2025-01-31T07:54:04","guid":{"rendered":"https:\/\/fmos.org.my\/?page_id=2352"},"modified":"2025-07-14T17:55:30","modified_gmt":"2025-07-14T09:55:30","slug":"how-to-file-a-dispute","status":"publish","type":"page","link":"https:\/\/www.fmos.org.my\/en\/how-to-file-a-dispute\/","title":{"rendered":"How to File a Dispute"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"2352\" class=\"elementor elementor-2352\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6f74844f e-flex e-con-boxed e-con e-parent\" data-id=\"6f74844f\" 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-5590ece0 e-flex e-con-boxed e-con e-child\" data-id=\"5590ece0\" 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-b229784 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=\"b229784\" 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\">How to File a Dispute<\/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-834d959 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"834d959\" 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-7a49f2c\" data-id=\"7a49f2c\" 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-eac6905 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"eac6905\" 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-3b7242b\" data-id=\"3b7242b\" 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-9cf0040 elementor-nav-menu--dropdown-tablet elementor-nav-menu__text-align-aside elementor-nav-menu--toggle 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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-2-9cf0040\" 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-34fab41\" data-id=\"34fab41\" 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-cad054b e-con-full e-flex e-con e-child\" data-id=\"cad054b\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-49761e0 elementor-widget-tablet__width-inherit elementor-widget elementor-widget-text-editor\" data-id=\"49761e0\" 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<h4><strong style=\"color: #1f1454;\">When to submit a dispute<\/strong><\/h4><p>Before submitting a dispute to FMOS, the complainant must first file a formal complaint against our Member.<\/p><p>If you are dissatisfied with the final decision by the Member regarding your complaint, you may then submit your dispute with FMOS:<\/p><ul class=\"custom-bullet\"><li>within <span style=\"color: #3347fe;\">6 months<\/span> from the date of receiving the Member\u2019s final decision; or<\/li><li>if the Member fails to respond within <span style=\"color: #3347fe;\">60 days<\/span> from the date the dispute was first submitted to the Member concerned.<\/li><\/ul><h4><strong style=\"color: #1f1454;\">Document checklist<\/strong><\/h4><p>You need to provide us with the duly completed complaint form and all relevant documents about the dispute, such as the Member&#8217;s final decision or a copy of your first written complaint to the Member.<\/p><ul><li>When filing a dispute, please provide as much information as possible.<\/li><li>You must provide relevant supporting documents for us to begin the investigation\/mediation process effectively.<\/li><li>Insufficient supporting documents may cause a delay in processing your dispute.<\/li><li>The following documents need to be submitted to us for our consideration (whichever is applicable):<\/li><\/ul><p>\u00a0<\/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-d7d89f9 elementor-widget elementor-widget-text-editor\" data-id=\"d7d89f9\" 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<div class=\"responsive-table\"><table class=\"table table-bordered table-condensed\"><tbody><tr><td><strong>Banking including<br \/><\/strong><strong> Islamic banking and<br \/>Payment Systems<\/strong><\/td><td><ol><li>The Member&#8217;s final decision (letter\/email) or copy of your first dispute to the Member<\/li><li>Duly completed FMOS Dispute Form (refer to\u00a0<a href=\"https:\/\/fmos.org.my\/wp-content\/uploads\/2025\/04\/Banking-Dispute-Form-App.pdf\" target=\"_blank\" rel=\"noopener\">link<\/a>)<\/li><li>Duly signed original copy of the Permitted Disclosure Form by account holder(s) under :-<br \/><ol start=\"1\" type=\"i\"><li>Subsection 134 (1) of the Financial Services Act 2013 &#8211; for disputes against licensed banks and approved issuers of a designated payment instrument\u00a0 (refer to\u00a0<a href=\"https:\/\/fmos.org.my\/wp-content\/uploads\/2025\/04\/Permitted-Disclosure-Form-2.pdf\" target=\"_blank\" rel=\"noopener\">link<\/a>)<\/li><li>Subsection 146 (1) of the Islamic Financial Services Act 2013 &#8211; for disputes against licensed Islamic banks and\u00a0 approved issuers of a designated Islamic payment instrument (refer to\u00a0<a href=\"https:\/\/fmos.org.my\/wp-content\/uploads\/2025\/04\/Permitted-Disclosure-Form-2.pdf\" target=\"_blank\" rel=\"noopener\">link<\/a>)<\/li><li>Subsection 120 (c) of the\u00a0 Development Financial Institutions Act 2002 &#8211; for disputes against\u00a0 the prescribed development financial institution (refer to\u00a0<a href=\"https:\/\/fmos.org.my\/wp-content\/uploads\/2025\/04\/Permitted-Disclosure-Form-2.pdf\" target=\"_blank\" rel=\"noopener\">link<\/a>)<\/li><\/ol><\/li><li>Copy of account holder(s)\u2019s\u00a0 identification document(s) (NRIC\/Passport\/SSM)<\/li><li>Copy of complainant\u2019s identification document (NRIC\/Passport), if you attend on behalf of the account holder(s)<\/li><li>If you are representing the account holder (next of kin\/beneficiary), letter of authorisation from the account holder (refer to\u00a0<a href=\"https:\/\/fmos.org.my\/wp-content\/uploads\/2025\/04\/Authorization-Letter.pdf\" target=\"_blank\" rel=\"noopener\">link<\/a>) and your identification document (NRIC\/Passport) are compulsory.<\/li><li>Confirmation Letter of account holder(s)\u2019s Micro\/Small Business Status by the Company Secretary, if the business is not registered with SME Corporation Malaysia (refer to <a href=\"https:\/\/www.fmos.org.my\/wp-content\/uploads\/2025\/05\/Confirmation-on-MSE-Status.docx\">link<\/a>)<\/li><\/ol><div class=\"custom-gap-title\"><strong><u>Other relevant documents depending on the nature of dispute (where applicable):<\/u><\/strong><\/div><ol><li>Summary of the dispute in chronological order, if it\u2019s not stated in the FMOS Dispute Form<\/li><li>Correspondence (letters or email) between you and the Member<\/li><li>Police report<\/li><li>Bank statements<\/li><li>Credit card sales draft\/transaction slip<\/li><li>The savings passbook or statement of account indicating the disputed transaction<\/li><li>Disputed Automated Teller Machine (ATM)\/ Cash Deposit Machine (CDM) transaction receipt<\/li><li>Loan Statements<\/li><li>Bancassurance policy or bancatakaful certificate (if any)<\/li><\/ol><\/td><\/tr><tr><td><strong>Insurance\/Takaful<\/strong><\/td><td><ol><li>The Member&#8217;s final decision (letter\/email) or copy of your first dispute to the Member<\/li><li>Duly completed FMOS Dispute Form (refer to\u00a0<a href=\"https:\/\/fmos.org.my\/wp-content\/uploads\/2025\/04\/Insurance-disputes-form-app.pdf\" target=\"_blank\" rel=\"noopener\">link<\/a>)<\/li><li>Copy of policy or certificate holder(s)\u2019s identification document (NRIC\/Passport\/SSM)<\/li><li>If you are representing the account holder (next of kin\/beneficiary), letter of authorisation from the account holder (refer to\u00a0<a href=\"https:\/\/fmos.org.my\/wp-content\/uploads\/2025\/04\/Authorization-Letter.pdf\" target=\"_blank\" rel=\"noopener\">link<\/a>) and your identification document (NRIC\/Passport) are compulsory.<\/li><li>Confirmation Letter of policy or certificate holder(s)\u2019s\u00a0 Micro\/Small Business Status by the Company Secretary, if the business is not registered with SME Corporation Malaysia (refer to <a href=\"https:\/\/www.fmos.org.my\/wp-content\/uploads\/2025\/05\/Confirmation-on-MSE-Status.docx\" target=\"_blank\" rel=\"noopener\">link<\/a>)<\/li><li>Copy of policy\/certificate schedule and contract<\/li><\/ol><div class=\"custom-gap-title\"><strong><u>Other relevant documents depending on the nature of dispute (where applicable):<\/u><\/strong><\/div><ol><li>Correspondence (letters or email) between you and the Member<\/li><li>Summary of the dispute in chronological order<\/li><li>Copy of medical reports<\/li><li>Copy of police reports<\/li><li>Copy of adjuster&#8217;s report<\/li><li>Copy of driver&#8217;s licence<\/li><li>Copy of vehicle registration card<\/li><li>Copy of the hospital charges\/bills<\/li><\/ol><\/td><\/tr><tr><td><strong>Capital Market<\/strong><\/td><td><ol><li>The Member&#8217;s final decision (letter\/email) or copy of your first dispute to the Member<\/li><li>Duly completed FMOS Dispute Form (refer to\u00a0<a href=\"https:\/\/fmos.org.my\/wp-content\/uploads\/2025\/04\/Capital-Market-Dispute-Form-app.pdf\" target=\"_blank\" rel=\"noopener\">link<\/a>)<\/li><li>Copy of complainant&#8217;s identification document (NRIC\/Passport\/SSM)<\/li><\/ol><div class=\"custom-gap-title\"><strong><u>Other relevant documents depending on the nature of dispute (where applicable):<\/u><\/strong><\/div><ol><li>Summary of the dispute\/complaint in chronological order, if it is not stated in the Dispute Form<\/li><li>Correspondence (letters or email) between you and the Member including WhatsApp or text messages<\/li><li>Police report (if any)<\/li><li>Relevant Bank statements\/Trading statements\/Contract Notes\/Transaction Advice<\/li><li>Documents provided by the Member to you during the sales process<\/li><li>Any other relevant information and documents to support your claim<\/li><\/ol><\/td><\/tr><\/tbody><\/table><\/div>\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-ee1e822 elementor-widget elementor-widget-text-editor\" data-id=\"ee1e822\" 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>You may submit your dispute here: <a href=\"https:\/\/www.fmos.org.my\/contact-us\/\" target=\"_blank\" rel=\"noopener\"><strong style=\"color: #08a1b0; text-decoration: underline;\">File A Complaint<\/strong><\/a><\/p><p>Alternatively, you can contact us or submit your dispute in person at:<\/p><p><span style=\"color: #3347fe;\">Address:<\/span><\/p><p>Level 14 Main Block,<br \/>Menara Takaful Malaysia<br \/>No. 4 Jalan Sultan Sulaiman,<br \/>50000 Kuala Lumpur<\/p><p><span style=\"color: #3347fe;\">General Line:<\/span> +603 2272 2811<\/p><p><span style=\"color: #3347fe;\">Opening hours:<\/span><br \/>8.30 am \u2013 5.30 pm<br \/>Mondays \u2013 Fridays<br \/>(excluding public holidays)<\/p>\t\t\t\t\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 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 [&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-2352","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>How to Submit a Dispute to FMOS | FMOS Malaysia<\/title>\n<meta name=\"description\" content=\"Dissatisfied with a decision? Learn how to submit your dispute to FMOS Malaysia with the required documents. 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