Provide a suggestion, Lodge a complaint or Compliment us

Queries? Complaints? Compliments?

No matter what the issue is we want to hear about it. We welcome feedback both positive and negative because by making it easy for you, it helps us to improve our standards in a measurable way.

If you are unhappy with our service, let us know so that we can fix the problem quickly.

If you are happy with our service, tell us about it so that we know what is important to you and not only do more for you but also recognize our staff who consistently demonstrates excellent customer service.

We assure you that your feedback will be taken seriously because YOUR VOICE COUNTS!

Tell Us

1.
  In person, by explaining to any AFFINBANK/ Affin Islamic Bank staff at the branch
   
2.
 
By telephone, to our Call Centre at 03-5522 3000 or our Careline at 1 800 88 3883 (Complaints Unit, Customer Care & Quality)
   
3.
  By email, to yourvoice@affinbank.com.my
 
For your information, your feedback via yourvoice@affinbank.com.my is also read by our Senior Management team so that they are aware of any concerns raised by customers and allow us to improve our services to you.
   
4.
  By completing the Online Feedback Form
       

5.

 

By mail, to

 

     
    Customer Care and Quality
12th Floor, Menara Affin
80, Jalan Raja Chulan
50200 Kuala Lumpur
     
6.
  By fax, to 03-2026 1104 addressed to Customer Care & Quality

Our operating hours are:
8:45a.m. to 5:45p.m., Mondays to Thursdays
8:45a.m. to 4:45p.m., Fridays

To expedite our response, we would appreciate it if you could furnish us your full name, account number and/ or IC number and contact number in your email/ correspondence to us.

We will acknowledge your complaint/ feedback within 2 working days and hope to address your query by 7 working days.

Non-disclosure of customer’s information or documents

We wish to advise that in accordance to the Section 134 (2) Financial Services Act 2013 and Section 146 (2) Islamic Financial Services Act 2013, we will not disclose our customer's information or documents to any third party or external organizations.

The only other instances where we will disclose the customer's information or documents are:

  1. where it is required by law, Court Order or is otherwise legally permitted;
  2. where such disclosure is required under Order of Court, legislation or regulations to be divulged to any government agency, agencies or bodies established or approved by Bank Negara Malaysia;
  3. where requested or consented by the Customer in writing subject to further verification to ascertain authenticity.

An avenue to seek redress

There could be instances where you may not be fully satisfied with our decision. We respect that. You may readdress your views with Bank Negara Malaysia (BNM) or the Financial Mediation Bureau (FMB). The FMB provides an independent dispute resolution service. For more information on the services provided, you may visit BNM's website at www.bnm.gov.my or FMB's website at www.fmb.org.my.

 

 

All contents © 2011 Affin Bank Berhad.