Client Charter

At Maybank, we will continuously strive to provide quality service to our customers as well as enhance our services to meet your needs and your lifestyle. In meeting these objectives, we are committed to ensure the following:

Our Promises

Simple, fast card processing

We will issue you a new card within seven (7) business days from the date of complete submission of properly completed documents.

We will issue you a replacement card within two (2) business days of your report for lost or stolen credit card(s).

Quick, convenient access to Bank Statements & Transaction Information

We know that access to your credit card billing is important to you. We are committed to providing this service:

• As our card member, you will receive monthly statements depending on your billing cycle date.
• As an additional convenience, you may also view your statement or monitor your transactions on-line at Maybank2u.com, our internet banking website. To enable you to access your credit card account at Maybank2u.com, you must be a registered Maybank2u.com user as well as link the credit card facility to your banking account(s).
• Similarly, you can also access your credit card account via the Kawanku Phone Banking facility. You can register for this service at any Kawanku ATM, Maybank branch or by calling our Customer Service Executives at 1-300-88-6688 or 03- 78443696 (overseas).

Respect for personal information, privacy & confidentiality

We will keep any information you have provided to us private. We will also undertake all necessary precautions to safeguard your information from loss, unauthorized access, or misuse by unauthorized personnel.

Feedback

To help us continuously improve our services, we welcome your feedback and will endeavor to ensure that we have trained staff to provide a prompt and satisfactory response. To make your comments, please contact us by:

Swift resolution of Complaints

If we make a mistake or our service doesn't meet your expectations, we will put it right. If you have a complaint please contact us by:

We will send you a notification of acknowledgement on your complaint within 24 hours and let you know who is responsible for managing your case.

Our Service Recovery Unit will work with you to resolve your case quickly and within a maximum of 5 business days. When this is not possible, we will contact you within 5 business days to let you know how much longer we need to resolve your complaint.

Appeal

If your complaint is not resolved to your satisfaction, you can appeal against a decision, the appeal must make in writing to the following address:

The Head
Card Member Interaction
Maybankard Centre
7th Floor, Menara Maybank
100 Jalan Tun Perak
50050 Kuala Lumpur

If you are not satisfied with the steps taken by our Customer Service to resolve your complaint, or with the result of our investigation, you can seek assistance from Financial Mediation Bureau or Consumer Claims Tribunal

FINANCIAL MEDIATION BUREAU
Tingkat 25, Blok Utama
Dataran Kewangan
Darul Takaful
No 4, Jalan Sultan Sulaiman
50000 Kuala Lumpur
Tel: 03-2272 2811

CONSUMER CLAIMS TRIBUNAL
16th Floor, Putra Place
100, Jalan Putra
50632 Kuala Lumpur
Tel: 03- 4042 4181
Fax: 03- 4042 4259

BNM TELELINK 1-300-88 LINK

BNM Telelink represents Bank Negara Malaysia's contact point to facilitate prompt and efficient response on matters related to the financial sector. If you have any inquiries or redress, please call BNM TELELINK at 1-300-88-5465 (link) (9.00am - 5.00pm Monday- Friday), fax at 03-2174 1515, email at telelink@bnm.gov.my or write to:

BNM Telelink
Jabatan Komunikasi Korporat
Bank Negara Malaysia
P O Box 10922
50929 Kuala Lumpur