Complaints Handling and Resolution Guide

Howden Malaysia strives to ensure our clients, and financial consumers receive consistent satisfactory service. We endeavour to manage and resolve all complaints amicably, in a structured manner and within the committed timeframes.

If you have cause to complain, the following information will guide you on:

  • How to lodge a complaint.
  • The procedures we are committed to follow in ensuring your complaint is dealt with promptly, fairly & effectively.
  • The options available to you if you are not satisfied with our response and/or the final resolution.

How To Lodge a Complaint

If you are not satisfied with our services, products or employees, you may lodge a complaint by:

  • Completing the Customer Complaint E-Form
  • E- mailing Us at, [email protected]
  • Telephone +60 (3) 9213 0606
  • Visiting us at Howden Malaysia (HQ), Level 27, Menara Etiqa, No.3, Jalan Bangsar Utama 1, 59000, Kuala Lumpur or any of our operating branches.

Timeline and Process

Acknowledgement


Once we receive your complaint, we will send you a written acknowledgement via email, letter or telephone call within twenty-four (24) hours or the next working day.

How We Handle Your Complaint

  • Every complaint is carefully reviewed.
  • We will conduct an assessment to determine its nature and severity of the complaint.
  • If an investigation is required, we will gather the relevant information/ evidence from you or a third party (where required). If clarification is required, we will arrange for a complainant interview to better understand your dissatisfaction.

When You Can Expect a Resolution

Type of Cases

Resolution Turnaround Time

Notification Turnaround Time

Simple cases

Within 5 working days of receiving the complaint.

 

In circumstances where a complaint initially identified as a simple case is subsequently determined to be complex

 

You will be notified of this change within 5 working days of receiving the complaint.

Complex cases

No later than 20 working days of receiving the complaint.

 

Complex cases required third-party information

 

You will be progressively updated at least once in every 10 working days.

Complex cases required third-party information (exceptional circumstances where unable to obtain third party information)

60 working days of receiving the complaint

You will be progressively updated at least once in every 10 working days.

Our Commitment

The timeframes stipulated above are governed by Bank Negara Malaysia’s Complaints Handling Policy Document.

Alternative Dispute Resolution Channels (Redress Options)

If You Are Not Satisfied With Final Resolution

We are committed to provide high-quality service and resolving any concerns you may have. If you are not satisfied with our final response, you may refer your case to the regulatory bodies or dispute resolution institution as follows.

External Dispute Resolution Channels

1.            Financial Markets Ombudsman Service (FMOS)
If your complaint involves us or our appointed representatives, you may approach FMOS as an independent and impartial dispute resolution body, for further assistance via their official website at www.fmos.org.my

2.            Bank Negara Malaysia Laman Informasi Nasihat dan Khidmat (BNMLINK)

If:

•          Your complaint does not fall under FMOS’ jurisdiction, or

•          You or Howden Malaysia choose not to refer the case to FMOS,

then we will refer you to Bank Negara Malaysia’s Laman Informasi Nasihat dan Khidmat (BNMLINK).

To understand more on the complaint handling process, please refer to the flowchart available here.

Complaints Handling and Resolution Guide

Updates to this Guide

We may update this Guide as and when required. When we do, the latest version will be published on this Site, and the revised version date will be displayed at the bottom of this page.

Last updated:  March 2025