Monday, 28 September 2020,   09 Safar 1442H

Complaint Handling Process


Customer satisfaction is very important to us. We would love to hear about positive experiences you have had with us. Alternatively, if we have not met your service expectation, we would like to know about it as well. Our staff are committed to treating complaints seriously and resolving them as quickly and fairly as possible.

You may lodge a complaint verbally or in writing. We would advise you to submit your complaint in writing as the accuracy of the information is important to us in resolving the complaint promptly. You may also enclose relevant documents related to the complaint raised.

Complaint channels:

1) Call our BSN Contact Centre at 1300-88-1900 / +603-2613 1900 (Overseas).
2) Log in to MyBSN and send us a secured message through our Secured Inbox.
3) Email


How we handle your complaint:


Further Escalation:

If you feel that your complaint was not resolved in a satisfactory manner, you may escalate your concern in writing to:

Manager, Complaint Management Division
Customer Experience Department
Wisma BSN, 117
Jalan Ampang, 50450 Kuala Lumpur


Redress Channel:

If even after going through the Bank’s internal complaint handling process, you still feel that your complaint has not been resolved in a satisfactory manner, you may seek review with the following redress channels:


1. Ombudsman for Financial Services (OFS) 


OFS is an independent body set up to help settle disputes between customers and their financial institutions (FI).

Contact details:

Complaint Management Unit
Ombudsman for Financial Services (OFS) 
Level 14, Main Block,
Menara Takaful Malaysia,
No.4, Jalan Sultan Sulaiman,
50000 Kuala Lumpur.
Tel: 03 - 2272 2811
Fax: 03 - 2272 1577



2. Bank Negara Malaysia (BNM)


Laman Informasi Nasihat dan Khidmat (BNMLINK)
(Customer Service Centre)
Ground Floor Block D
Jalan Dato' Onn
50480 Kuala Lumpur
Tel: 1300-88-5465