Step 1: Reach out to us
Web Form: Contact Our Team | Prudential Malaysia
Contact Number: +603 27710228
Dissatisfied With Any of Our Product or Services?
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Step 2: Receive a written acknowledgement within 1 business day
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Step 3: Case details
- Simple cases: Please allow a response up to 5 days
These are straightforward issues that can be resolved quickly without the need for extensive review
- Complex cases: Please allow a response up to 20 business days*
These issues necessitate a more thorough analysis and detailed assessment
*The response time may vary based on the nature and complexity of the case, especially when third-party information or documentation is needed
Stage 2 : Options To Seek Redress
Follow these steps in the event of disagreement with FSP's final decision
A. Case falls under Financial Market Ombudsman Service (FMOS)1 jurisdiction
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Step 1: Lodge at FMOS
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Step 2: If you disagree with the decision by FMOS or BNM LINK
- Refer case to court for civil action
B. Case does not fall within Financial Market Ombudsman Service (FMOS)1 jurisdiction
i) Beyond monetary limit
If FSP and complainant agree for case to be handled by FMOS
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Step 1: Lodge at FMOS
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Step 2: If you disagree with the decision by FMOS or BNM LINK
- Refer case to court for civil action
Either FSP or complainant disagrees for case to be handled by FMOS
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Step 1: Lodge at BNM LINK
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Step 2: If you disagree with the decision by FMOS or BNM LINK
- Refer case to court for civil action
ii) Outside of FMOS' scope
Either FSP or complainant disagrees for case to be handled by FMOS
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Step 1: Lodge at BNM LINK
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Step 2: If you disagree with the decision by FMOS or BNM LINK
- Refer case to court for civil action
1FMOS, appointed by Bank Negara Malaysia and the Securities Commission Malaysia, offers free, independent, and Impartial dispute resolution services for financial consumers and investors, focusing on financial and capital market disputes involving direct financial losses.
