Filing A Complaint

Find out how you can lodge a complaint, provide feedback or voice your opinions on our products and services.

At UOB, we constantly strive to serve you better. Whether it is a complaint or feedback, we would like to hear from you.

How to file a complaint?

  • Call and speak to our customer service officer at :
    Kuala Lumpur +6 03-26128 121
    Penang +6 04-2401 121
    Johor Bahru +6 07-2881 121
    Kuching +6 082-287 121
    Kota Kinabalu +6 088-477 121
  • E-mail to us at uobcustomerservice@uob.com.my
  • Write to :
    Head of Department
    Call Centre
    P.O.Box 11212
    50738 Kuala Lumpur
  • Speak to our staff at the nearest UOB branch.

Upon receipt of your complaint/feedback, our customer service officer will contact you within 2 working days and we'll attempt to resolve it as promptly as possible.

We may request more information or supporting documents to facilitate investigation.


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

  • Write to :
    Head of Department
    Customer Advocacy & Service Quality (CASQ)

    P.O.Box 11212
    50738 Kuala Lumpur
    Fax : 03-2694 8562
    Email: casqccm@uob.com.my

  • Or fill in the Customer Feedback Form and mail to the address above.

Upon receipt of your request for re-evaluation/appeal, our CASQ officers will :

  • Acknowledge receipt of your complaint and/or provide an outcome of the decision/reply in writing within 2 to 5 working days from the date of receipt of the complaint.
  • Where further investigation and/or supporting documents is required to facilitate the investigation, our officers will inform you of the status within 14 working days.

Customer Advocacy & Service Quality (CASQ) is an independent unit set up within the Bank to assist in facilitating complaints resolution/management between customers and the relevant departments in the Bank.

As an alternative avenue for redress, you may choose to have the matter reviewed by:

  • Bank Negara Malaysia (BNM)
    BNMLINK Customer Service Center
    Ground Floor D Block
    Jalan Dato'Onn
    50480 Kuala Lumpur
    Tel: 1300-88-5465 / Fax: 603-21741515
    Website: www.bnm.gov.my
    Email: bnmtelelink@bnm.gov.my

  • Or
           
    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.
    Tel: 603-22722811 / Fax: 603-22721577
    Website: www.ofs.org.my
    Email: enquiry@ofs.org.my

  • Or

    The Association of Banks in Malaysia
    34th Floor, UBN Tower
    10 Jalan P Ramlee
    50250 Kuala Lumpur
    Toll Free: 1-300-88-9980 / Tel: 603-20788041 / Fax: 603-20788004
    Website: www.abm.org.my
    Email: banks@abm.org.my