FAQ on Ombudsman For Financial Services


The OFS is a dispute resolution body for eligible complainants. It is an alternative to, and not a replacement for court proceeding.

  1. Bank and Islamic banks;
  2. Insurance companies and takaful operators;
  3. Development financial institutions;
  4. Designated payment instrument issuers and designated Islamic payment instrument issuers;
  5. Insurance/takaful brokers; and
  6. Financial advisers and Islamic financial advisers.

OFS will consider disputes against the members that fall within the following limits:


  1. RM250,000 for a dispute involving financial services or products other than a dispute in (ii) and (iii) below;
  2. RM10,000 for a dispute on motor third party property damage insurance/takaful claims; and
  3. RM25,000 for a dispute on an unauthorized transaction through the use of a designated payment instrument or a payment channel such as internet banking, mobile banking, telephone banking or an unauthorized use of cheque.

You may bring a dispute to OFS if you are an individual or small business.

Step 1 – Refer your dispute to your Financial Service Provider.
Before you lodge any dispute with OFS, you must first refer your dispute to the member concerned with a view to finding an amicable settlement.

Step 2 – Lodge a dispute with OFS
You can file your dispute with OFS through:

Email to : enquiry@ofs.org.my
Fax to : 603 2272 1577
Write to : Chief Executive Officer
Ombudsman for Financial Services
(Formerly known as Financial Mediation Bureau)
Level 14, Main Block, Menara Takaful Malaysia
No. 4, Jalan Sultan Sulaiman, 50000 Kuala Lumpur


Alternatively, you can file the dispute in person at OFS office. Operating hours are: Monday to Friday, from 8.30am to 5.30pm.

Please log on to OFS website at www.ofs.org.my to access online complaint form

No. OFS service is provided free of charge to complainants.

Yes. You must lodge your dispute with OFS:


  1. within 6 months from the date of the final decision by the member concerned; or
  2. after 60 calendar days from the date of your dispute was first referred to the member in respect of which no response has been received from that member.

You need to provide OFS with the duly completed complaint form together with all relevant documents pertaining to the dispute such as the member’s final decision or copy of your first written complaint to the member, duly signed original copy of the Permitted Disclosure form (if applicable), copy of your insurance policy/takaful certificate/cover note (for insurance/takaful disputes) and other relevant documents pertaining to your dispute. For more information on the documents checklist, please log on to www.ofs.org.my

OFS will endeavor to resolve all disputes received within 3 to 6 months from the date of receipt of full and complete documents from you and the member concerned, depending on the complexity of the dispute.

No. You do not need to engage the service of a lawyer or a legal firm for the dispute filed with OFS.

No. All documents submitted to OFS will be treated strictly private and confidential.