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There are a number of ways for you to voice a complaint. What follows is a general guideline to help you get heard. Think of it as an “escalation process” wherein if you don’t get the satisfaction you are seeking, you can move to a “higher level”.
- The first step in any complaint resolution is to notify your advisor. If you are not satisfied…
- The next level of authority is the advisor’s Branch Manager who is responsible for compliance and other issues relating to the advisors in the office. If you are not satisfied…
- After the Branch Manager, you may contact the Compliance Officer of the firm. Part of this individual’s responsibilities includes supervising the Branch Managers. If you are not satisfied…
- Many firms also have an “Ombudsman” whose responsibility it is to listen to clients.
If these resources still fail to handle your complaint in a manner you find acceptable, clients of financial services firms have other choices, depending on the licensing of the advisor and the nature of the complaint.
|* The Financial Services OmbudsNetwork. This organization provides Canadian financial services consumers with a convenient one-stop source for, “access to high-quality, independent, impartial and effective complaint resolution services in the banking, life and health insurance, general insurance, securities and mutual funds industries.” They can be found at www.cfson-crcsf.ca. The organization’s goal is to ensure that consumer questions, concerns and complaints are treated fairly and consistently across the Financial Services OmbudsNetwork in a timely, accurate and courteous manner.
|Depending on the licensing and activities, generally there are 2 main regulatory bodies govern different activities/industries in protecting the public interests.
A.Bank Negara Malaysia, the Central Bank of Malaysia [ http://www.bnm.gov.my] governs the following institutions & activities: •Commercial banks •Islamic banks, Insurance companies, •Takaful operators and •Credit Card, Charge Card, E-money and Remittance providers ( Forex Administration)
Any enquiries, complaints, and redress, members of the public can contact: 1.Bank Negara Malaysia Laman Informasi Nasihat dan Khidmat (BNMLINK) (Walk-in Customer Service Centre) Ground Floor, D Block, Jalan Dato' Onn 50480 Kuala Lumpur Tel : +603-2698-8044 +603-2698-8044 extension 8950 / 8958 (BNMLINK general line) Operating Hours: 9.00 a.m. - 5.00 p.m. (Monday - Friday) 
2.Contact Centre (BNMTELELINK) BNMTELELINK complements the walk-in counter services of BNMLINK for the general public and can be contacted directly either by telephone, fax, letter or email. Corporate Communications Department Bank Negara Malaysia P.O. Box 10922 50929 Kuala Lumpur Tel : 1-300-88-5465 1-300-88-5465 (1-300-88-LINK) (Overseas: +603-2174-1717 +603-2174-1717 ) Fax: +603-2174-1515 E-mail: email@example.com Operating Hours: 9.00 a.m. - 5.00 p.m. (Monday - Friday)
3.Financial Mediation Bureau (FMB) An independent body set up to help settle disputes between you and your financial service providers who are its members (All banks, insurance companies, Takaful operator, Development Financial Institutions, Payment System Operators & Payment Instrument Issuers For more information and to learn how FMB may help you, please visit the FMB's website .[ http://www.fmb.org.my/]
B.Securities Commission Malaysia [ http://www.sc.com.my ] governs the securities and futures markets in Malaysia with the following activities: • Fund Management – Islamic and conventional • Advising on Corporate Finance • Unit Trust • Securities • Financial Planning Activities • Trading in Futures Contract • Investment Advice Any complaints can be lodged with: Investor Affairs & Complaints Department Securities Commission Malaysia No 3 Persiaran Bukit Kiara Bukit Kiara 50490 Kuala Lumpur Tel: 603 6204 8999 Fax: 603 6204 899 E-mail: firstname.lastname@example.org Complaint Form can be downloaded at : [Media:http://www.sc.com.my/eng/html/enforcement/complaintsform.pdf]
Besides BNM and SC, there are associations recognised by the laws in promoting the orderly development of the respective industry in Malaysia. The consumers/public can also lodge complaints to these respective associations
C.Federation of Investment Managers Malaysia [ http://www.fmutm.com.my ] Any complaint of misconduct or non-compliance with any guideline or regulation by any UTMC (Unit Trust Management Company), IUTA (Institutional Unit Trust Agent), CUTA (Corporate Unit Trust Advisors )or UTC (Unit Trust Consultant) can be lodged with:
Complaints Bureau Legal, Secretarial & Regulatory Affairs Federation of Investment Managers Malaysia 19-07-3, 7th Floor PNB Damansara, No. 19, Lorong Dungun Damansara Heights 50490 Kuala Lumpur Tel : 03-2092 3800 03-2092 3800 Fax : 03-2093 2700 E-mail : email@example.com
D.PIAM ( General Insurance Association of Malaysia)  Complaints Action Bureau 3rd Floor, Wisma PIAM 150 Jalan Tun Sambanthan 50470 Kuala Lumpur Tel: (03) 2274 7395/9 Fax: (03) 2274 5910 Email: firstname.lastname@example.org