Complain to the bank in writing, keep the evidence, and ask for a final decision. If the dispute remains unresolved, check whether FMOS can review it.
Choose the route: start with the bank. Bank Negara Malaysia’s BNMLINK is a regulatory enquiry and complaint route; it does not decide compensation. The Financial Markets Ombudsman Service (FMOS) independently assesses eligible direct-loss disputes. You do not have to use BNMLINK before FMOS.
Money at risk right now? Use urgent reporting steps first. The ordinary complaint timetable is not a reason to delay reporting suspected fraud.
1. Make a complaint the bank can investigate
Separate what happened from what you want fixed. Include the amount, dates, references, earlier support attempts and the outcome sought. For example, “Please investigate the duplicate RM80 debit and reimburse it if confirmed” is more useful than “Your app is bad”. Send it through the bank’s official complaint channel and retain the acknowledgement.
Formal complaint routes for the five digital banks
Ask the bank to register a formal complaint and provide a case reference. Keep a written acknowledgement even if you start by phone.
- GXBank: Customer Support. State that this is a formal complaint and request a written final response. ask@gxbank.my GXBank official complaint route. GXBank complaint hours and contact options.
- AEON Bank: Customer Support, then Customer Advocacy. Raise the issue with Customer Support first. Escalate an unsatisfactory resolution to Customer Advocacy. customer.advocacy@aeonbank.com.my AEON Bank official complaint route. AEON Bank complaint hours and contact options.
- Boost Bank: Boost Bank Customer Support. Use the support email or hotline; in the app, Profile → Support → Submit email. Ask for a formal complaint reference. support@myboostbank.co Boost Bank official complaint route. Boost Bank complaint hours and contact options.
- KAF Digital Bank: Wira KAF / Customer Support. Call or use official WhatsApp to register an account-specific complaint and request its reference and a secure written follow-up route. Secure in-app messaging is another option when available. +603 8744 3331 KAF Digital Bank official complaint route. KAF Digital Bank complaint hours and contact options.
- Ryt Bank: Help & Support Centre. Submit the complaint through phone, email or the official help-site “Create a ticket” form. Ask for the case reference and written response. support@rytbank.my Ryt Bank official complaint route. Ryt Bank complaint hours and contact options.
Traditional-bank complaint entries: CIMB and CIMB Islamic complaint contacts · Hong Leong Bank and Hong Leong Islamic Bank complaint contacts · Maybank and Maybank Islamic complaint contacts.
Older bank documents may call the ombudsman the Ombudsman for Financial Services (OFS). Its successor is the Financial Markets Ombudsman Service (FMOS); check the current eligibility and filing rules below.
A template you can adapt
Subject: Formal complaint — [issue] — [existing case number, if you have one]
I am raising a formal complaint about [product/transaction]. On [date/time], [what happened]. The amount disputed is RM[amount], reference [reference].
I contacted support on [dates] and was told [response]. The issue remains unresolved because [reason]. I am requesting [investigation, correction or reimbursement sought].
I have attached [relevant receipts/statements/correspondence]. Please acknowledge this complaint, give me a case reference and expected response date, and provide your written final decision with reasons.
This is a writing aid, not a form submitted to Rize. Use only the account-identification details requested through the bank’s secure channel. Do not include a card or app personal identification number (PIN), password, three-digit card security code (CVV), or one-time password (OTP).
2. Keep a simple timeline
- First complaint: save the date and proof of submission.
- Promised update: follow up against the case number if missed.
- Final decision: retain the complete letter/email and its date.
- Financial loss: list each disputed amount and avoid counting the same debit twice.
While the bank investigates
- Keep the original complaint date, acknowledgement and promised update date together. Follow up using the same case reference and ask for the reason and revised date if delayed.
- Respond to genuine evidence requests by the stated deadline, through a channel you independently verified. Keep copies and proof of submission.
- Ask the bank in writing how it will treat any disputed payment, fees or repayment due while investigating. Continue to follow your payment schedule unless the bank confirms a change.
- Report further unfamiliar transactions immediately. Do not wait for the complaints team to finish an earlier case.
- Request a written final decision with reasons and available escalation routes. Record both the letter date and when you received it.
When Bank Negara Malaysia is relevant
Bank Negara Malaysia’s BNMLINK handles regulatory enquiries and complaints about supervised institutions. BNM’s published process says to complain to the institution first; if dissatisfied, or if there is no response after 14 days, you may refer the complaint to BNMLINK. Use the BNM official eLINK complaint form and attach your bank complaint and replies. BNM official complaint process.
BNM can consider the matter within its regulatory role, but it does not decide compensation and is not a required step before FMOS. Financial Markets Ombudsman Service (FMOS) separately assesses eligible direct-loss disputes. A BNM referral does not extend an FMOS filing deadline. The 14-day BNM route and 60-day FMOS non-response trigger are different.
3. Check whether FMOS is the right route
FMOS independently assesses eligible disputes with financial providers that belong to its scheme, but it does not accept every complaint. Use the single checklist below and confirm the current scope with FMOS current scope and exclusions. A bank case reference does not mean FMOS has accepted the dispute.
FMOS eligibility at a glance: the service is free for eligible individuals, individual investors or sole proprietors, and qualifying micro or small businesses in disputes with financial providers that belong to the FMOS scheme. For an ordinary banking dispute, it generally considers money lost directly because of the disputed act or transaction, up to RM250,000. A larger claim needs both sides to agree in writing.
Common exclusions include general pricing or product-policy complaints, ordinary credit or restructuring decisions, cases already filed in court or arbitration, and cases filed too late under FMOS rules. Exceptions apply, including for some nondisclosure, misrepresentation or mis-selling complaints. FMOS decides eligibility.
FMOS current scope and exclusions · FMOS official Rules
4. Use the referral trigger that applies
| What has happened | When you can refer to FMOS | Ordinary filing deadline |
|---|---|---|
| You received the bank’s written final decision and disagree with it | You may refer the dispute now. You do not have to wait 60 days. | Within six months after you receive that final decision. |
| The bank has failed to respond within 60 days after you first referred the dispute to it | You may refer after the 60-day period. Keep proof showing when the bank first received that referral or complaint. | File promptly under this non-response route. The six-month final-decision clock applies when a final decision has been received. |
The Rules describe the second trigger as a failure to respond within 60 days after the dispute was first referred to the bank, not simply a case that remains unresolved. If the bank sent only an acknowledgement or interim update and no final decision, ask FMOS whether the non-response trigger applies to your facts.
A final decision should be in writing, identify itself as the member’s final decision, give reasons, and tell you about FMOS, its contact details and the applicable filing deadline. Keep the complete letter or email and evidence of the date you received it.
Example: if a final decision is dated 3 January but reaches you on 8 January, the ordinary six-month period starts from receipt on 8 January. Record both dates and file promptly.
If a final decision omits the filing deadline, the Rules say the six-month period starts only when the member later notifies you of that deadline in writing. If the member never tells you the deadline in writing, the Rules say no filing deadline applies. FMOS may also accept a late dispute where exceptional circumstances caused the delay or the member does not object. FMOS—not Rize—decides whether an exception applies.
FMOS official filing steps · FMOS official Rules and referral deadlines
5. Submit through the official channel
Use FMOS official complaint portal. Prepare your complaint, final decision if received, relevant statements, transaction evidence and correspondence; follow the portal’s current document requirements. A refund is not guaranteed.
Build the document pack
- The completed FMOS dispute form and required identity documents; if acting for someone else, include documents showing your authority to do so.
- The complaint sent to the bank, proof of delivery and the final response; if none, evidence of the first complaint and follow-ups.
- Relevant statements, transaction receipts/references, merchant correspondence and a simple calculation of the direct loss claimed.
- Police report where relevant, and any bank investigation outcome or supporting documents FMOS requests.
Submit relevant documents through FMOS’s official service. FMOS checks eligibility and may request further evidence.
If your matter falls outside FMOS, ask it or your bank to identify the appropriate next route for that particular issue. Rize cannot decide the merits, access your account or submit a case on your behalf.
Find your bank’s official contact details.
Reviewed 8 October 2026.
FMOS: filing process, portal and deadlinesFMOS: scope and exclusionsFMOS: eligibility FAQBNM: complaint process and limitationsFMOS: official filing stepsFMOS: official rules and referral deadlinesGXBank: complaint channelAEON Bank: complaint channelBoost Bank: complaint channelKAF Digital Bank: complaint channelRyt Bank: complaint channel