Feedback and Complaint Handling Procedures
Should you have any complaint about the service provided to you, please call, email, write or fax as per the details provided below. We are committed to treating your complaints seriously and resolving them as quickly and fairly as possible.
Following are the steps in submitting your feedback or complaints to us:
A. Submitting a Complaint
You can lodge your complaint in writing via e-mail, letter, memo or by filling in our Corrective Action Request Form (“CAR Form”)
Kindly send to us your feedback either through post, e-mail or fax to:
Quality Management Unit (QMU),
Malaysian Industrial Development Finance Berhad (3755-M),
Level 17, Menara MIDF,
82, Jalan Raja Chulan,
50200 Kuala Lumpur
Fax : 03-2173 8499
Alternatively, if you require any assistance on your complaint and wish to speak to our officer at QMU, you may call us at :
Telephone : 03-2173 8803/8804/8805
Head, Quality Management Unit : Vincent Loh Kok Keong
Operation Hours : Monday to Friday, 9 a.m. to 5 p.m. (except Public Holidays)
B. Acknowledgement of Feedback or Complaint
We will acknowledge the receipt of feedback or complaint within three (3) working days.
Each complaint will be referred to the respective unit within the company and investigation into the complaint will commence immediately.
C. Timeframe of Resolution
We shall reply to you the decision within fourteen (14) days from the date of the receipt of the complaint.If the complaint requires more time for investigation and could not be resolved within fourteen (14) days due to involvement of several parties, we will inform you in writing the need for additional time to resolve the complaint.
We shall inform you of our resolution on the complaint within thirty (30) days from the date of the complaint first lodged.
If a decision could not be made within the above timeframe due to the need to obtain material or document from third parties, we will provide updates on the progress on a monthly basis.
Applicable for MIDF Amanah Investment Bank Berhad only :
Any complaints received must be resolved not later than ninety (90) days from the date of receipt of complaints, failing which you have the right to refer your complaint to Securities Industry Dispute Resolution Centre (“SIDREC”).
D. Resolution Satisfaction
If your complaint is not resolved satisfactorily by us, you may submit your complaint either to:
a. Any complaints under the purview of Bank Negara Malaysia (BNM)
i. Financial Mediation Bureau (FMB)
Tel : 03-2272 2811
Fax : 03-2272 1577
The Financial Mediation Bureau
Level 14, Main Block
Menara Takaful Malaysia
No. 4, Jalan Sultan Ismail
50000 Kuala Lumpur
You could get further information on the types of complaint handled by FMB from their website at www.fmb.org.my and if your complaint does not fall within the scope of FMB, you can refer to BNM through BNM Telelink and BNM Link.
ii. Bank Negara Malaysia
Contact BNM TELELINK
Tel : 1300-88-5465
Fax : 03-2174 1515
Address : Laman Informasi Nasihat dan Khidmat (BNMLINK)
Bank Negara Malaysia
Peti Surat 10922
50929 Kuala Lumpur
b. Any complaints under the purview of Securities Commission Malaysia
Tel : 03-2282 2280
Fax : 03-2282 3855
Address : Securities Industry Dispute Resolution Centre (SIDREC)
Unit A-9-1, Level 9 Tower A Menara UOA Bangsar
No. 5, Jalan Bangsar Utama 1
59000 Kuala Lumpur
You have the right to refer your complaint to SIDREC within one hundred eighty (180) days from the date of receipt of final reply from us.
To learn more on our complaint procedure and process flow, kindly refer to the link below: