ComplaintsHandling
Fair, transparent, and timely resolution of your concerns
Our Commitment to You
We value your feedback and are committed to resolving your concerns fairly and promptly
Fast Response
Acknowledge your complaint within 1 business day of receipt
Fair Investigation
Thorough and impartial review of all complaints
Timely Resolution
Resolve most complaints within 14 business days
How to File a Complaint
You can submit your complaint through any of the following channels
Customer Service Hotline
1-300-88-2366
Monday-Friday, 9:00 AM - 6:00 PM
Speak directly with our customer service team
complaints@aeoncredit.com.my
24/7 submission
Send detailed complaint via email
Online Form
Submit via Contact Us page
24/7 submission
Fill out our online complaint form
Written Letter
Aeon-Credit Services (M) Sdn Bhd
Postal address on website
Send formal letter to our headquarters
Information to Include in Your Complaint
Your Details
- •Full name
- •NRIC/Passport number
- •Contact number
- •Email address
Loan Details
- •Loan account number
- •Loan type
- •Date of incident/issue
- •Any reference numbers
Complaint Description
- •What happened?
- •When did it happen?
- •Who was involved?
- •What resolution do you seek?
Supporting Documents
- •Loan statements
- •Email correspondence
- •SMS/WhatsApp messages
- •Any relevant receipts
Our Complaint Handling Process
A clear, step-by-step process to ensure your complaint is handled fairly
Acknowledgment
Within 1 Business DayWe acknowledge receipt of your complaint via your preferred contact method and provide a reference number for tracking.
Key Actions:
- ✓Complaint reference number issued
- ✓Assigned to case handler
- ✓Initial review conducted
Investigation
3-10 Business DaysOur team thoroughly investigates your complaint, reviews relevant documents, and may contact you for additional information.
Key Actions:
- ✓Review all relevant records
- ✓Interview involved parties if needed
- ✓Gather supporting evidence
Resolution & Response
Within 14 Business DaysWe provide a written response explaining our findings, proposed resolution, and any actions taken or compensation offered.
Key Actions:
- ✓Detailed explanation provided
- ✓Resolution or remedy proposed
- ✓Right to escalate if unsatisfied
Implementation
As AgreedIf you accept our resolution, we implement the agreed remedy and confirm completion with you.
Key Actions:
- ✓Execute agreed solution
- ✓Verify customer satisfaction
- ✓Close complaint file
Complex Complaints
For complex cases requiring extensive investigation, we may need additional time (up to 30 business days). We will notify you if an extension is required and provide regular updates on progress.
External Escalation Options
If you're not satisfied with our resolution, you have the right to escalate to external authorities
Ombudsman for Financial Services (OFS)
An independent, free dispute resolution service for unresolved financial service complaints. You can escalate to OFS if:
- ✓You're dissatisfied with our final response
- ✓We haven't responded within 60 days
- ✓The dispute involves amounts up to RM 250,000
Bank Negara Malaysia (BNMLINK)
Consumer assistance center for enquiries and complaints about financial service providers regulated by BNM.
Hotline: 1-300-88-5465 (BNMLINK)
Email: bnmtelelink@bnm.gov.my
Ministry of Housing and Local Government
Regulatory authority for money lending activities under the Money Lenders Act 1951.
Main Line: 03-8891 3351
Your Rights as a Complainant
Right to be Heard
Your complaint will be listened to, taken seriously, and investigated fairly without bias.
Right to Information
You have the right to receive clear information about the complaint process, timelines, and outcomes.
Right to Confidentiality
Your complaint and personal information will be handled confidentially and in accordance with PDPA.
Right to Escalate
If dissatisfied with our response, you have the right to escalate to external authorities like OFS or BNM.
Right to Assistance
Request clarification or assistance at any stage of the complaint process.
Right to Fair Treatment
You will not face any penalty, discrimination, or adverse treatment for filing a legitimate complaint.
Need to File a Complaint?
We're here to help resolve your concerns. Contact us through your preferred channel.