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If something has gone wrong, we want to hear about it. This page explains how to make a complaint, what to put in it so we can act quickly, what happens after you send it, and where you can go if you're not satisfied with our answer. Making a complaint is free and won't affect how we treat your application or loan.
1. How to raise a complaint
You can complain through any of our official channels: message us on the WhatsApp number shown on our Contact page, call our hotline, or email us at the address on the Contact page. Please use only the contact details published on this website. Starting your message with the word 'Complaint' helps us route it to the right person straight away.
You can complain in English, Chinese or Malay, and you can ask a family member or someone you trust to contact us on your behalf. If they do, we'll need your permission before we discuss your details with them.
If your complaint is about a specific adviser, you can still use the same channels. Ask for the complaint to be handled by someone other than the adviser concerned, and we'll make sure it is.
2. What to include
Your full name and the mobile number you used to apply, plus your application reference if you have it (it appears in our WhatsApp messages), so we can find your application or loan quickly.
What happened, when it happened, and who you dealt with, for example the adviser's name or the number that contacted you. Screenshots of WhatsApp messages, payment receipts or documents are very helpful.
What you'd like us to do to put things right, such as correcting a payment record, explaining a charge, sending an updated statement of account, or changing how we contact you.
Please don't send your full IC number, bank passwords, OTP or TAC codes. We never need them to look into a complaint.
3. An example complaint message
'Complaint. Name: [your full name]. Mobile used to apply: [number]. Reference: [if you have it]. On [date] I paid my instalment of RM [amount] by JomPAY; the receipt is attached. On [date] I received a reminder saying the instalment is unpaid. Please correct my payment record, confirm in writing, and send me an updated statement of account.'
A short message like this, with the receipt attached, usually lets us check the record and reply without needing to come back to you with questions.
4. What happens next
Acknowledge: we'll confirm we've received your complaint and tell you who is handling it, within 2 working days.
Investigate: we'll review your application or loan records, payment records and chat history, and speak to the staff involved. If we need more information from you, we'll ask.
Respond: we aim to give you a written answer within 14 days. If it will take longer, we'll tell you why and when to expect our reply. Our answer will explain what we found, what we will do, and your options if you're not satisfied.
If we find we made a mistake, for example a payment that wasn't recorded properly, we'll correct it and tell you what we've changed.
5. While your complaint is open
Keep paying your instalments on time unless we've agreed something different with you in writing. If you dispute part of an amount, pay the part you agree with and tell us which part you dispute. This stops late payment interest building up while we look into it.
Keep a simple record: the date you complained, who you spoke to, and copies of everything you sent and received.
6. Common issues and what to ask for
A payment not showing on your account: send the receipt and ask for the record to be corrected and an updated statement of account.
A settlement amount you don't understand: ask for a breakdown of the outstanding principal and the interest up to the settlement date. If you settle between due dates, interest for the days since your last due date is added, so the amount changes from day to day.
An adviser's behaviour, or being contacted too often or at unsuitable times: tell us what happened and how you'd prefer to be contacted.
Your personal data: you can ask to see or correct the personal data we hold about you under the Personal Data Protection Act 2010. See our privacy policy for how.
7. Complaints about your loan agreement
Your loan agreement is with our licensed lending partner, a moneylender licensed by KPKT under the Moneylenders Act 1951. If your complaint is about the agreement itself, such as the amount payable, charges or your statement of account, we'll pass it to our licensed lending partner and keep you updated.
You can also contact our licensed lending partner directly using the details printed on your copy of the loan agreement.
8. If you're not satisfied
If you're unhappy with our final answer, or our licensed lending partner's, you can escalate your complaint to the Community Credit Control Division (Bahagian Kawalan Kredit Komuniti, BKKK) of the Ministry of Local Government Development (KPKT), which licenses and supervises moneylenders. You can complain online through KPKT's SISPAA complaint system (aduan.kpkt.gov.my). Include our final answer and your evidence.
If you believe you've been the victim of a scam or of someone pretending to be us, report it to the National Scam Response Centre (NSRC) on 997 and make a police report as soon as possible. See our page on how to know it's really us.
9. No charges, and your data is protected
We never charge for handling a complaint, and no one is entitled to ask you for money to resolve one. Anyone who does is not acting for us.
The information you give us about your complaint is handled under the Personal Data Protection Act 2010 (PDPA) and our privacy policy. We use it only to investigate and resolve your complaint, improve our service, and meet our legal obligations.