When your complaint needs a next step.

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.

Formal bank channels covered

GXBankAEON BankBoost BankKAF Digital BankRyt Bank

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 Official complaint route. 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 Official complaint route. 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 Official complaint route. 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 Official complaint route. 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 Official complaint route. Hours and contact options.

Older bank documents may call the ombudsman OFS. Check the current FMOS eligibility and filing rules below.

A template you can adapt

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 PINs, passwords, CVVs or OTPs.

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 BNM is relevant

BNMLINK handles enquiries and complaints about institutions under BNM’s supervision. 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 official eLINK form and attach your bank complaint and replies. BNM’s complaint process.

BNM can consider the complaint within its regulatory role; it does not guarantee compensation or replace FMOS’s independent dispute assessment. Commercial decisions, matters outside BNM’s jurisdiction and legal/contract-interpretation issues have limitations under its guidance. A BNM referral does not automatically 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 offers a free independent route for eligible disputes with its members. Its scope includes banking and unauthorised-payment disputes involving direct financial loss, generally up to RM250,000. A complaint about a bank’s commercial decision—such as wanting a different advertised fee or a loan approval—is generally outside scope, subject to the stated exceptions for issues such as misrepresentation. Check the current scope and exclusions.

Other exclusions include matters already filed in court/arbitration and time-barred claims. FMOS decides eligibility; a case reference from your bank is not an acceptance by FMOS. Read the full eligibility FAQ.

For everyday personal banking, FMOS eligibility includes individuals using a member’s product for personal/domestic purposes; qualifying micro/small businesses are also covered. Verify the institution’s membership and the product/dispute category. FMOS generally handles claims for direct financial loss up to RM250,000. Larger claims need both parties’ written agreement.

The published exclusions also cover general pricing/product policies and credit or restructuring decisions, subject to specified exceptions. Check that your loss and complaint fall within its scope. FMOS filing guide · 24 March 2026.

4. Watch the two referral triggers

FMOS’s filing guidance says to complain to the institution first. If dissatisfied with its final decision, refer within six months of receiving that final decision. If it has not responded within 60 days of your first complaint, its guidance allows escalation. These are different triggers: receiving a final decision does not mean you must wait another 60 days.

Date wording: FMOS’s FAQ says six months from receiving the decision; its 24 March 2026 explainer refers to the letter/email date. Keep both dates and submit promptly, using the earlier date when planning. If timing is disputed or you are late, ask FMOS about eligibility rather than assuming acceptance.

5. Submit through the official channel

Use the FMOS 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

• Completed FMOS dispute form and identity/authority documents required by its official portal.
• 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.