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FAQ ON HOUSING LOANS
Source: www.bankinginfo.com.my

INTRODUCTION
BUYING A HOUSE
WHAT CAN I AFFORD
SAVINGS
EPF SAVINGS
CHOOSING YOUR FINANCIAL INSTITUTION
LOAN APPLICATIONS: DOCUMENTS REQUIRED
FEES AND CHARGES
ASSESING YOUR LOAN REPAYMENT CAPACITY
MARGIN OF FINANCING
LOAN TENURE
LOAN FEATURES
COMMON HOUSING LOAN PACKAGES OFFERED BY FINANCIAL INSTITUTIONS
DAILY RESTS VS MONTHLY RESTS
GRADUATED PAYMENT SCHEME
PREPAYMENT FLEXIBILITY
PARTIAL PREPAYMENT OF THE OUTSTANDING LOAN
EARLY TERMINATION PENALTY
DOCUMENTATION
VALUATION REPORT
INSURANCE
LOAN DISBURSEMENT
RIGHTS AND DUTIES OF THE BORROWER AND FINANCIAL INSTITUTION

FREQUENTLY ASKED QUESTIONS

Q: How much can I afford?
Q: How much can I borrow?
Q: How long does it take to process a loan?
Q: What is the difference between conventional financing and Islamic financing?
Q: Why do I need a valuation?
Q: Do I need to appoint a lawyer? Can I choose my own lawyer?
Q: Who pays for the legal fees?
Q: What if I run into financial difficulties and cannot meet my loan repayments?
Q: Can I pay off my loan in full earlier than the agreed loan tenure?
Q: Is there any waiver of penalty fees for early loan settlement?
Q: Why does my outstanding loan remain high at the initial stage despite the repayments made?
Q: Can I make extra payments other than the monthly contractual repayments?
Q: Do I need a guarantor for a loan facility?
Q: Does the financial institution have the right to charge my loan account for any miscellaneous charges incurred by them such as late payment charges, legal costs, insurance, etc?
Q: How long is the grace period for payment of my monthly instalment/interest?
Q: When does the financial institution release the loan to the seller/developer?
Q: Can I purchase a house under joint names and apply for the housing loan only under my name?
Q: If the developer abandons the project, am I still required to service my interest/instalment payments?
Q: What happens when the loan is fully repaid?
Q: What happens in the event of death of a borrower who has not bought insurance?
Q: What can the financial institution do if I do not make repayments?
Q: What is the most convenient way to repay my loan?
Q: Should I consider refinancing my loan if I am offered a lower interest rate?

Q: What should I do if I have a complaint against a banking institution?
Q: How long should I wait for a reply from the banking institution after I have submitted my complaint?
Q: What is the standard complaint procedure?
Q: What if I am not satisfied with the decision made by my banking institution?
Q: What is the role of the Banking Mediation Bureau (BMB)?
Q: Does the BMB impose any fee for its services?
Q: How can the BMB be contacted for further information?
Q: If I wish to lodge a complaint against a banking institution not licensed under the Banking and Financial Institutions Act 1989 (BAFIA), would the BMB be able to assist?
Q: Can I refer my complaint directly to the BMB without going to the banking institutions?
Q: When should I file my complaint?
Q: Can I refer a complaint which is pending in Court to BMB or BNM?
Q: If I am still not satisfied with the outcome of my complaint after deliberation by the BMB or BNM, what would be my next possible course of action?


INTRODUCTION
Buying a house is an exciting event. It will probably be the biggest purchase you will ever make in your life. Understanding the steps involved in securing a housing loan will help you save time and avoid uncertainty and anxiety.

This information in the following pages will give you an insight into the various issues on financing a house and outlines the major steps in the overall process of financing a house. It guides you through the basics, explains the technical terms and gives you invaluable tips on financing a house.
 

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BUYING A HOUSE
Buying a house is a major step, so it deserves careful thought and planning.

If you are buying a property under construction, you should check the background of the developer. You should ensure that the developer:
Has a valid licence issued by the Ministry of Housing and Local Government which is still in force (not expired)
Has a valid advertising and selling permit issued by respective local authority which is still in force
You have the right to enquire from the developer, information on licence and permit. You can also refer to the Ministry of Housing and Local Government for further clarification. A developer with a good track record reduces the risk of the project being abandoned.
 

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WHAT CAN I AFFORD
Before you commit to purchase a property, you should first work out a budget to help you determine how much you can afford and the ceiling price on any property you may wish to buy. As a guide, your monthly commitments on paying instalments for your house, car and other payments should not exceed 1/3 of your gross monthly household income.

Your source of funding can be all or any combination of the following:
Savings
Withdrawal from Employee Provident Fund (EPF) account
Loan facility from a financial institution

SAVINGS
You should have sufficient personal savings to pay for the downpayment and other related costs associated with buying a house. A good estimate would be about 10%-20% of the purchase price as down - payment and another 3%-5% for related costs, such as legal fees and stamp duties.

EPF SAVINGS
You could also withdraw from your Account 2 to make the initial downpayment. Please contact your nearest EPF office to inquire about your withdrawal eligibility.
 

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CHOOSING YOUR FINANCIAL INSTITUTION
You should shop around before you decide on any financial institution. Remember that when you take up a housing loan, you will be dealing with the financial institution on a regular basis for a period of time. Therefore, you should also consider factors other than just interest rates. Below are some of the factors you should consider:

How professional is the financial institution in dealing with customers?
Does it offer quality service in terms of efficiency and reliability?
What are the available loan packages and which package suits you best?
What are the charges involved?
For example, legal fees, related government fees and charges, disbursement fees and others. You should also be informed when and how often these charges are to be paid
An innovative financial institution may offer a more suitable loan package that suits your needs and their application process may be faster and hassle-free. It usually takes about one to two weeks for your loan application to be approved from the time you submit all relevant documentation.
 

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LOAN APPLICATIONS: DOCUMENTS REQUIRED
You need to provide the following basic documents before the financial institution can process your loan application:

  • A photocopy of identity card or passport
  • Your latest 3 months' salary slip
  • Your latest income tax return form (Form J) or EA form
  • Sale and Purchase Agreement/deposit or booking receipt/letter of offer from the housing developer
  • A photocopy of the land title (if any)
  • The latest bank statements (compulsory in the absence of salary slips and/or Form J/EA Form) dating back six months/savings passbook/fixed deposits
  • Valuation report for completed houses and/or
  • If you are self-employed, you need to provide your business registration documents, latest 3 months bank statements, latest financial statements and other supporting documents to support your income.

However, some financial institutions may require additional supporting documents.

Upon acceptance of the letter of offer, you will need to appoint a lawyer to draw up the loan documentation for you. Normally, you would select your lawyer from a list of panel lawyers provided by your financial institution. Some of these documents need to be submitted to the relevant government authorities for registration and to the Stamp Office for stamping.

Upon completion of the above, these registered documents are then submitted to the financial institution and you will be given a copy of the Loan Agreement. In general, the timeframe for the completion of this legal process should not exceed 6 months.
 

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FEES AND CHARGES
There are also related costs such as professional fees and government charges that you would have to pay. Below are some of the common fees and charges you would expect to incur:

(TABLE 1)

Type Rate
Professional Legal Fees  
Sale & Purchase Agreement 1.0% for the first RM100,000
0.5% for the next RM4,900,000
Stamp Duties  
Loan Agreement 0.5% of the loan amount
Transfer of Title (for completed properties only 1% for the first RM100,000
2% for the next RM400,000
Disbursement Fees  
Include fees for registration of charge, land search and bankruptcy search These fees vary by state, land office and type of property. For instance, in Selangor and Wilayah Persekutuan, the fees could range from RM300 to RM700
Processing Fees Rate (RM) Range (RM)
One time fee charged by the financial institution for loan processing 50
100
200
25,001-30,000
30,001-100,000
100,000 above


Please note that the type of charges and the amount charged might change in the future. You should meet with your financial institution's loan officer for further advice and discussion regarding any questions that you may have concerning the type of fees and legal services.
 

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ASSESSING YOUR LOAN REPAYMENT CAPACITY
A common criterion is that your monthly loan instalment repayment should not be more than 1/3 of your gross monthly household income. If you have savings or fixed deposits, they can be used to support your loan application as financial institutions may take them into account in evaluating your eligibility. Different financial institutions have different criteria in calculating the repayment capacity. In the case of a floating rate loan, you should also note that your monthly repayment may increase substantially when interest rates go up.

For example, when there is an increase in the Base Lending Rate (BLR), the interest rate on your loan will also go up, and your repayment would be higher. However, in most cases, financial institutions would allow you to pay the fixed amount of monthly repayment throughout the loan tenure and would make any adjustment caused by the variation in interest rate by increasing or shortening the loan tenure. You should check this out with your financial institution.
 

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MARGIN OF FINANCING
The amount of financing provided by a financial institution depends on the market value (for completed properties only) or purchase price of the house, whichever is lower. The margin of financing could go as high as 95% of the value of the house.
It is assessed on factors such as:

  • Type of property
  • Location of property
  • Age of the borrower
  • Income of the borrower

LOAN TENURE
The length of a loan can range anytime up to 30 years or until the borrower reaches age 65 (or any other age as determined by the financial institution), whichever is earlier.

LOAN FEATURES
Each financial institution packages its housing loans differently. You should examine all the features of a loan package and not just base your decision on any single feature. Pricing is just one consideration; other features like flexible repayment terms could balance the scale or even translate into greater loan savings. Financial institutions generally offer housing loan packages either in the form of a term loan, overdraft, or a combination of a term loan and overdraft.
 

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COMMON HOUSING LOAN PACKAGES OFFERED BY FINANCIAL INSTITUTIONS

Term Loan
A facility with regular predetermined monthly instalments. Instalment is fixed for period of time, say 30 years
Instalment payment consists of the loan amount plus the interest

Overdraft facility
A facility with credit line granted based on predetermined limit
No fixed monthly instalments as the interest is calculated based on daily outstanding balance
Allows flexibility to repay the loan anytime and freedom to re-use the money
Interest charged is generally higher than the term loan

Term Loan and Overdraft combined
A facility that combines Term Loan and Overdraft. For example, 70% as term loan and 30% as Overdraft
Regular loan instalment on the term loan portion is required
Flexibility on the repayment of overdraft portion
 

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DAILY RESTS VS MONTHLY RESTS
Financial institutions may charge you interest either on daily rests or monthly rests depending upon the products offered. In the case of daily rests, the loan interest is calculated on a daily basis, while in the case of monthly rests, interest is calculated once a month based on the previous month's balance. Under both types of loan, the principal sum immediately reduces every time a loan instalment is made.

GRADUATED PAYMENT SCHEME
A graduated payment scheme allows lower instalment payments at the beginning of the loan but this will gradually increase over time. This type of payment scheme will help house buyers to reduce burden of loan repayment for the first few years and allow them to allocate more money for other purposes. Over time, as earnings of house buyers increase, their repayment capabilities will also increase thus allowing higher repayment instalments at a later stage.

A graduated payment scheme is also suitable for a house buyer who wishes to purchase a more expensive house but is restricted by his/her repayment capability during the initial years.

PREPAYMENT FLEXIBILITY
Different financial institutions may have different terms and conditions imposed on prepayments. Check the loan package to see if it allows you the flexibility to make prepayments or extra payments. Flexibility to make prepayments and paying interest on a daily rest basis, may help save considerable interest charges. It is also possible to start repayment of the loan during the construction of the house, thus saving more interest charges. What is important is to make prompt monthly repayments.

PARTIAL PREPAYMENT OF THE OUTSTANDING LOAN
Many borrowers find it useful to shorten the loan tenure by making partial prepayments with surplus savings or annual bonus. Partial prepayments can be in any amount. However, some financial institutions may impose restrictions on the amount to be pre-paid while others may impose a penalty. It is extremely effective in reducing the interest charges you would have to pay if prepayments are made during the early years.
 

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EARLY TERMINATION PENALTY
Financial institutions may impose a penalty on full repayment of loan. Generally, the penalty imposed can either be a flat rate or an 'x' number of months' of interest (e.g. 1 month's interest). This is because when a loan is granted for a certain term, the financial institution would expect the loan to be repaid over the period agreed and has planned their cash flow on this basis. An early termination of the loan would therefore disrupt the financial institution's cash flow planning. As such, some financial institutions do not charge a penalty if sufficient notice is given (as stated in the terms and conditions of the loan) or if the settlement is made after the required minimum period to maintain the loan with the financial institution has passed.
 

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DOCUMENTATION
The primary documentation involved in applying for a housing loan is the loan agreement.

A Loan Agreement is a contract signed between the buyer and the financial institution. A Loan Agreement contains major provisions such as the terms of the loan, principal sum of the loan, interest rates, default interest rate, penalty charges and repayment terms. It also sets out the duties of borrower and the lender and in the event of default, the rights and remedies of each party.

The other common legal documents that you may need to sign are Deed of Assignments, Charge documents and Power of Attorney.

Remember that throughout the tenure of the loan, your property is charged to the financial institution (i.e. the financial institution has a claim over your property). Whether you are buying a completed property or a property under construction, you should obtain an explanation from the attending lawyer on the major clauses of the agreement and the implications of each clause.
 

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VALUATION REPORT
This documentation may be required if you purchase a fully completed property from a houseowner. The financial institution will appoint a property valuer from its panel of valuers to appraise the property. The valuation fee for this service starts from a few hundred ringgit upwards, depending on the value of the property and you will be charged for this service.
 

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INSURANCE
It is extremely important to take insurance coverage when you purchase a house. The most important factor is that it gives you and your loved ones peace of mind, in the form of financial security if an unfortunate event should occur.

There are two important insurances to consider:
The House Owner/Fire Insurance policy
This policy provides coverage for your property against natural disasters such as flood, fire, riot, strike and malicious damage. For properties with strata titles such as apartments or condominiums, you need not buy the insurance because the Management Corporation (MC) would have taken up insurance on the entire building. You should ensure that you obtain the sub-certificate of the Master Policy issued by the insurance company from the MC and present it to the financial institution. This is necessary so that the financial institution is aware that the property has been insured and will not buy another fire insurance on your property. In such a case, you will be required to assign your rights under the policy to the financial institution.

The Mortgage Life Assurance or MRTA
This type of policy provides for full settlement of the outstanding balance of the housing loan with the financial institution, in the event of total permanent disability or death of the borrower. Premiums can usually be included in the loan amount, and the repayment period of the premium is usually spread over the loan tenure. The premium is only incurred once. There are no monthly or yearly premiums to be paid. In the event of early termination of housing loan, you will generally have the option to request for a refund of the premium for the balance of the unexpired period or to continue the insurance coverage.
Financial institutions have their own panel of insurers and most of them can arrange insurance on your behalf with the annual premium charged to your loan account.

LOAN DISBURSEMENT
The financial institution disburses (pays out) the loan once it has received advice from its lawyer that the legal process has been completed and the loan documents are in order. At this time you will be informed of the date and amount of the first instalment you have to make.
 

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RIGHTS AND DUTIES OF THE BORROWER AND FINANCIAL INSTITUTION
Both borrower and financial institution have certain rights and duties during the course of the loan. Some of the more important ones include:

RIGHTS
Borrower
Right to have access to all information that would affect your borrowing decision
Right to be treated professionally, courteously and without prejudice
Right to be consulted on changes to the terms and conditions of your loan
Right to have accurate information on a regular basis on your loan account
Right to enforce legal action in the event of a breach of contract

Financial Institution
Right to have full relevant disclosure of information on borrower's credit standing
Right to correct and truthful information on the borrower
Right to timely repayment of interest/ instalments of the loan
Right to enforce legal action in the event of default/breach of contract

DUTIES
Borrower
Duty to read and understand all terms and conditions of the loan
Duty to observe the terms and conditions of the loan at all times
Duty to enquire and get clarification on all aspects of the loan to their satisfaction
Duty to make prompt payment on the fees, charges, interest and instalment of the loan

Financial Institution
Duty to discharge borrowers' obligations as described in the loan agreement
Duty to consult borrowers on any changes made to the terms and condition, fees charged and other relevant information
Duty to attend to all queries made by borrower
A Loan Officer can provide invaluable assistance, and clarify issues which you are unsure. Take the time to discuss your housing loan questions with a loan officer at length so that you can choose a loan facility that best suits your needs.

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Frequently Asked Questions

Q: How much can I afford?
A: This depends on your income and other financial obligations. As a rule of thumb, most house buyers buy houses that cost 1.5 and 2.5 times their annual income. For example a house buyer earning RM40,000 a year would buy a house between RM60,000 and RM100,000. Furthermore, the monthly loan repayment should not exceed about 1/3 of your gross monthly income. In assessing your repayment capability, the financial institution would also take into account your other debt repayments such as car loan, personal loan and credit cards.

Q: How much can I borrow?
A: This will depend on the value of your property, your income and your repayment capability. Margin of financing can go as high as 95% (inclusive of MRTA). The higher the margin, the higher you will have to pay per instalment. Also, at a given rate, a shorter tenure will require you to pay higher instalment.

Q: How long does it take to process a loan?
A: It usually takes about one to two weeks for your loan application to be approved from the time you supply full documentation. You should ask the financial institution for the checklist of documents required for the application to avoid any delay.

Q: What is the difference between conventional financing and Islamic financing?
A: Under conventional financing, your outstanding loan consists of principal plus the interest charged on you. The interest is actually the financial institution's cost in obtaining the funds. Islamic financing works on the concept of buying and selling where the financial institution purchases the property and subsequently sells it to you above the purchase price.

Q: Why do I need a valuation?
A: A valuation is required if you are buying a completed property. The financial institution requires a valuation to ascertain whether the property provides sufficient security for the loan given. It also provides an indication that the property is worth what you are paying for.

Q: Do I need to appoint a lawyer? Can I choose my own lawyer?
A: Yes. You need to appoint a lawyer to draw up your loan documentation. Normally, the financial institution will provide a panel of lawyers who are familiar with their documentation requirements for you to choose from. If you prefer to engage your own lawyer, you should discuss this with your financial institution.
 

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Q: Who pays for the legal fees?
A: Generally, legal fees are borne by the buyer. However, certain developers and financial institutions may offer to pay the legal fees on the legal documentation as part of their marketing package. In addition, some financial institutions also extend financing for the loan documentation fees.

Q: What if I run into financial difficulties and cannot meet my loan repayments?
A: If this happens, you should contact your financial institution to discuss a reasonable repayment program, which could include extending the tenure of the loan.

Q: Can I pay off my loan in full earlier than the agreed loan tenure?
A: Normally there will be penalty charges for early loan settlement. Depending on the financial institution, penalty charges will range between 2-5% of the outstanding amount. The charges that are made will depend on the type of product you have chosen and when you decide to redeem your loan. Note that in some loan packages, there are certain minimum periods you need to observe before full settlement is allowed.

Q: Is there any waiver of penalty fees for early loan settlement?
A: Any waiver of penalty fee is strictly at the discretion of the financial institution.

Q: Why does my outstanding loan remain high at the initial stage despite the repayments made?
A: During the early years of the loan, a significant amount of your repayments will go towards the payment of interest. So if you make partial repayments to repay the principal sum outstanding, you make substantial savings in your interest payments and thus shorten your loan tenure.

Q: Can I make extra payments other than the monthly contractual repayments?
A: This depends on the terms and conditions stated in your loan agreement. By paying in extra money each month or making an extra payment at the end of the year, you can speed up the process of paying off the loan. When you pay extra money, be sure to indicate that the excess payment is to be applied to the principal. However, if you make a lump sum payment or partial repayments to your principal loan, you must give notice to your financial institution. The notice period ranges from 1 to 3 months.
 

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Q: Do I need a guarantor for a loan facility?
A: This is at the financial institution's discretion and depends on the credit standing of the borrower.

Q: Does the financial institution have the right to charge my loan account for any miscellaneous charges incurred by them such as late payment charges, legal costs, insurance, etc?
A: The financial institution's power to impose charges on your account is normally indicated in the Terms and Conditions of the loan.

Q: How long is the grace period for payment of my monthly instalment/interest?
A: Generally, the financial institution gives a grace period of 7-14 days for you to repay your instalment payment. Any payment received after the grace period will be subjected to late payment charges.
 

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Q: When does the financial institution release the loan to the seller/developer?
A: For houses under construction, the financial institution will release the progressive payment to the developer based on the claim made upon completion of each construction stage as certified by the Architect's Certificate. For completed properties, the loan will be released upon completion of legal documentation or when all relevant approvals, such as the approval of the state government have been obtained.

Q: Can I purchase a house under joint names and apply for the housing loan only under my name?
A: The financial institution will consider such applications on the merits of each case, under the following circumstances:
The co-owners are related as husband and wife, and one party is not working and the other party is solely responsible for the loan
The co-owners are related as father/mother and children, the parents are old and not working and the children will be responsible for the loan
However, the above is at the financial institution's discretion and they may also consider other circumstances.

Q: If the developer abandons the project, am I still required to service my interest/instalment payments?
A: Yes. You are still obliged to service your loan based on the loan agreement signed between you and the financial institution. However, since the financial institution has vested interest in the property, you could discuss a repayment plan with your financial institution. You should also report the matter to the Ministry of Housing & Local Government.

Q: What happens when the loan is fully repaid?
A: When the loan is fully settled, the financial institution through its solicitors, will release its charge on the property. The financial institution (chargor) will uplift his claim on the property and the title to the property will be transferred to you.
 

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Q: What happens in the event of death of a borrower who has not bought insurance?
A: The deceased's survivor/next of kin can claim through the court the rights of the deceased's property. The person will have an option to either proceed to service the loan or redeem it. However, most financial institutions make it compulsory to insure (MRTA) against such an event.

Q: What can the financial institution do if I do not make repayments?
A: If you fail to make three consecutive payments, the financial institution will take the necessary actions to recall the loan. In the worst case scenario, the financial institution will foreclose the property and sell it to settle the loan. The borrower would still be liable to pay the difference between the auction price and the loan amount outstanding.

Q: What is the most convenient way to repay my loan?
A: Financial institutions offer a wide range of services to make banking easier for you. Some of the alternative ways of servicing a loan include:
Open a savings/current account and arrange for standing instructions with minimal charges (if you maintain deposit and loan accounts with the same bank, the charges may be waived)
Through an ATM transfer
Internet Banking
Telephone banking service
Deposit your cheque at the deposit machine or send your cheques direct to your financial institution
 

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Q: Should I consider refinancing my loan if I am offered a lower interest rate?
A: The main consideration in refinancing would be the costs involved. As you are clearly aware, you have incurred a substantial amount to pay for the necessary fees to obtain your first loan. For example, processing fees, legal fees, stamping and transfer fees. Refinancing means you would have to incur the same charges again. Before you decide to refinance, you should ensure that the savings from the lower interest rate is enough to compensate all the costs incurred associated with refinancing, including penalty charges, if any.

Q: What should I do if I have a complaint against a banking institution?
A: You can either phone to make a complaint or write in formally to the banking institution. If you phone, remember to note down the name of the officer you spoke to, date and time you called.

Usually, you will be advised to follow up with a complaint letter if the matter is complicated. Ensure that your letter is clear and simple to understand. Remember to give the important information for example name, account number and photocopies of relevant documents, and keep a copy of the complaint letter for your own reference.

Q: How long should I wait for a reply from the banking institution after I have submitted my complaint?
A: You should get a reply from your banking institution within two weeks after the complaint was received. If the complaint needs further investigation, your banking institution should inform you how much longer they will need to resolve your complaint.
 

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Q: What is the standard complaint procedure?
A: All commercial banks, finance companies and Islamic banks have set up a dedicated Complaints Unit to deal with customers' complaints. Therefore, you should first lodge your complaint with the banking institution concerned, as they will have a record of your details readily available. Your banking institution will investigate your case and give you a written reply on its decision.

Q: What if I am not satisfied with the decision made by my banking institution?
A: If you are not satisfied with your banking institution's decision, you could submit your complaint to the Banking Mediation Bureau (BMB) within 6 months of receiving a decision from your bank. However, remember to check the scope of complaints handled by the BMB, as the BMB will not deal with complaints outside of their purview. Make sure you submit the details of your complaint to the BMB together with the "deadlock letter" from the banking institution. The "deadlock letter" is simply a letter explaining the banking institution's final decision on your case and its reasons for the decision taken.

Q: What is the role of the Banking Mediation Bureau (BMB)?
A: The BMB was established under the Companies Act 1965 and its main objective is to settle disputes between banking institutions and their customers. Currently, the role of the BMB is restricted to disputes/complaints involving direct monetary loss not exceeding RM25,000 arising from the following:
Charging of excessive fees, interest and penalties
Misleading advertisements
Unauthorised Automatic Teller Machine withdrawals
Unauthorised use of credit cards
Unfair practice of pursuing actions against guarantors

Q: Does the BMB impose any fee for its services?
A: No, the services provided by BMB are free of charge.

Q: How can the BMB be contacted for further information?
A: BMB can be contacted at the following address:
Mediator
Banking Mediation Bureau
5th Floor, MUI Plaza, Jalan P. Ramlee, 50250 Kuala Lumpur
Telephone: 03-2026 2335/2337
Fax: 03-2026 2339
E-mail: bmbureu@po.jaring.my
The public can also obtain an information pamphlet on the BMB either from their respective banking institutions or from the BMB itself.
 

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Q: If I wish to lodge a complaint against a banking institution not licensed under the Banking and Financial Institutions Act 1989 (BAFIA), would the BMB be able to assist?
A: No. BMB can only address complaints against commercial banks, finance companies and merchant banks licensed under BAFIA.

Q: Can I refer my complaint directly to the BMB without going to the banking institutions?
A: No. BMB only deals with a complaint, which has initially been lodged with the banking institution concerned. The BMB would therefore require a copy of the letter from the banking institution ("deadlock letter") conveying its final decision.

Q: When should I file my complaint?
A: You should file your complaint as soon as the problem arises as the matter can be dealt with more effectively while events are still fresh in your memory. If you want to submit your complaint to the BMB, you must do it within 6 months of receiving a decision from your banking institution.

Q: Can I refer a complaint which is pending in Court to BMB or BNM?
A: No. BMB and BNM would not accept any case, which is pending in Court since the Court is in a better position to give judgement on the case concerned.

Q: If I am still not satisfied with the outcome of my complaint after deliberation by the BMB or BNM, what would be my next possible course of action?
A: You may want to pursue legal action against the banking institution concerned. However, once you have accepted the settlement sum fixed by the BMB, you may lose your right to take legal action.

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National House Buyers Association (HBA)

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