Complaints Handling and Resolution Process
We are committed to building lasting relationships with our clients by providing excellent service and being responsive to client needs and concerns. It is our priority to ensure impartial and efficient resolution of any client complaints.
Should our customers think that our associates have misconducted in their professional capacity, our customers may forward the complaint to us via email to hello@pfpfamy.com.
Below is our complaint handling and resolution process.
- Upon receipt of your complaint, we will provide you with a written acknowledgement within 2 business days.
- The Company’s independent unit will review the complaint and ensure that investigations are conducted fairly and objectively. We may contact you for an interview to gather more information.
- We will provide you with a written response within 20 business days, from the date we received the complaint.
- Should the investigation require more than 20 business days, we will inform you via a written response on the reasons for the delay and provide an indicative timeframe for our next update to you.
Ombudsman for Financial Services (OFS)
Level 14, Main Block, Menara Takaful Malaysia, No. 4, Jalan Sultan Sulaiman, 50000 Kuala Lumpur
Tel: 03-2272 2811
Website: www.ofs.org.my
Email: enquiry@ofs.org.my