Dispute Resolution Process

If you have an issue that needs to be resolved or wish to feedback on our products and services, here's how you can reach out to us:
  • Call our Customer Service Executives at +603-83175000 (operating daily from 8am to 10pm)
  • Fill in our online feedback form
  • Speak to our staff at any OCBC branch nearest to you
NOTE: Sealed copy of court orders may be served on the Bank at the nearest branch. Electronic communication channels of the Bank (including customer service or other email addresses, facsimile numbers, online forms) are not equipped to handle legal processes. Any legal processes sent through electronic communication channels must be re-delivered to the nearest branch to enable due processing.
What should you expect?
Complaints will normally require 14 days to be resolved from the date of receipt. Our staffs are empowered to objectively handle your complaint and will respond to you within 14 days or if an investigation with a third party is required, this may take more than 14 days.

If your complaint is not resolved to your satisfaction, you may:

Email to myexperience@ocbc.com

Write to:
Service Transformation Department
OCBC Bank (Malaysia) Berhad
Menara OCBC, 18 Jalan Tun Perak
50050 Kuala Lumpur
Please take note sealed copy of court orders may be served on the Bank at the nearest branch. This email address is not equipped to handle legal processes. Any legal processes sent through this email address or any electronic communication channels must be re-delivered to the nearest branch to enable due processing.
What happens if you are unhappy with our final response?
Our final response will provide details of alternative avenue to seek for redress.
You may choose to have the matter reviewed by:
Bank Negara Malaysia (BNM)
BNMLINK (strictly by appointment)
4th Floor, Podium AICB Building
No. 10, Jalan Dato' Onn
50480 Kuala Lumpur
 Telephone: 1-300-88-5465 (1-300-88-LINK)
Webform: telelink.bnm.gov.my
Website: www.bnm.gov.my
Ombudsman for Financial Services (OFS)
(formerly known as Financial Mediation Bureau)
Level 14 Main Block
Menara Takaful Malaysia
No 4, Jalan Sultan Sulaiman
50000 Kuala Lumpur
 Telephone: 603-22722811
Email: enquiry@ofs.org.my
Website: www.ofs.org.my
Securities Industry Dispute Resolution Center (SIDREC)
Unit A-9-1, Level 9, Tower A
Menara UOA Bangsar
No. 5, Jalan Bangsar Utama 1
59000 Kuala Lumpur
 Telephone: 603-2282 2280
Email: info@sidrec.com.my
Website: www.sidrec.com.my
The Association of Banks in Malaysia
34th Floor, UBN Tower
10 Jalan P Ramlee
50250 Kuala Lumpur
 Telephone: 1-300-88-9980 / 603-20788041
Email: banks@abm.org.my
Website: www.abm.org.my