Complaints / Feedback

How to lodge of an unsatisfactory service?

We are responsible in ensuring that our valued customers’ feedback is handled promptly and professionally in accordance with HSBC guideline.

If you find the service rendered is unsatisfactory to the service standard, please forward your feedback to us via the following channels:

A. Phone

You may call our Call Centre Hotline at 1800 88 9659, from Monday to Friday (9.00am to 6.00pm) or,

B. Email

You may send an email to contacttakaful@hsbc.com.my or,

C. Letter

You may write to us at:

HSBC Amanah Takaful (Malaysia) Sdn. Bhd.
Customer Service Unit (Operations)
5th Floor, Wisma Hamzah-Kwong Hing,
No. 1, Leboh Ampang, 50100 Kuala Lumpur.

Attention to: Fazareena Azura or Chong Kok Chai
Office Tel: 03-2096 5340
Fax No: 03-2026 9658

Resolution Timeline

All feedback will receive our reply/response with a resolution (if possible) within 14 days from the date of our receipt.

In the event a feedback requires further investigation, you will receive an acknowledgment from us within 14 days stating the reason of the delay and we shall provide the final resolution within 30 days.

If we are unable to provide a resolution to your feedback within 30 days (due to the need to obtain material information or document from a 3rd party), you will receive the status update of the progress on a monthly basis. Upon receiving the required information or document, a resolution will be given within 14 days.

Tips to ensure your feedback will receive a response within the standard resolution timeline:

1. Certificate information: To include the certificate number, name and I/C number of the participant.
2. Contact details: To provide a telephone contact number or any other contactable method.
3. Feedback details: To provide a detailed summary of the incident.
4. Attach any relevant document (if applicable).
5. Keep a copy of all of the above for your reference.

Complaint Appeal

Should you dispute any decision of ours, you may refer the matter to any of the following:

A. The Financial Mediation Bureau (FMB)

FMB is an independent body set up to help settle Takaful/Insurance as well as Banking and Financial related disputes or claims involving a financial loss.

The Financial Mediation Bureau,
25th Floor, Dataran Kewangan Darul Takaful,
4 Jalan Sultan Sulaiman,
50000 Kuala Lumpur.

Telephone No : 03-2272 2811
Fax No : 03-2274 5752
Email : enquiry@fmb.org.my
Website : www.fmb.org.my

B. Bank Negara Malaysia (BNM):

You may visit BNM Customer Service Centre at:

Bank Negara Malaysia,
Jalan Dato’ Onn,
50480 Kuala Lumpur.

Operation hours: 9.00am – 5.00pm

Or you may write to:

Corporate Communications Department,
Bank Negara Malaysia, Level 14B,
P.O. Box 10922,
50929, Kuala Lumpur.

Telephone No : 03-2698 8044
Fax No : 03-2174 1515
E-mail : bnmtelelink@bnm.gov.my
Website : www.bnm.gov.my