Contact Us - Customer Service Center Numbers & Email

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	You may contact us via the following channels: 03-2383 0000 (KL) 04-296 0000 (Penang) 07-268 0000 (JB) 09-509 0000 (Kuantan) 06-852 0000 (Melaka) 1800-82-1010 (Sabah & Sarawak) CitiPhone Self-service Phone Banking
	Or
	Email to us at: malaysia.customer.service@citi.com (for non-account related or non confidential query and feedback only) updateincome@citi.com (for submission of latest income documents only) Or via secured log-in through our website www.citibank.com.my
	Or
	You may also send us your feedback via our online form
	Or
	You may write to us and simply fax it to 03-2383 6666 or mail to the following address: Citibank Berhad, Customer Service Center, No 165 Jalan Ampang, PO Box 11725, Kuala Lumpur.

Complaints Management Process

Contact
Should you have any complaint about the service provided to you, please call, email, write or fax as per the details provided above. We are committed to treat your complaints seriously and resolving them as quickly and fairly as possible.

Please furnish us your full name, account number and/or IC number, your current contact details in your email/correspondence to us together with the specific nature of your complaint.

Further Escalation
If you feel that your complaint has not been resolved in a satisfactory manner, you may then proceed to write to:

Lin Safira Samah
Head of Client Care Unit
Citibank Berhad
Menara Citibank
165 Jalan Ampang
50450 Kuala Lumpur
Fax: 03-27129009

Once we have received your letter, we will investigate further and endeavor to review your complaint equitably and fairly. Please provide us the appropriate telephone or mobile number for us to reach out to you.

If we anticipate that your complaint would take longer than 14 days to be resolved, our Client Care officer will update you on the progress accordingly.

Redress Channels
After going through the bank’s internal complaint process and you still feel that your complaint has not been resolved in a satisfactory manner, you may escalate your complaint further to the respective parties as follows:

(i)	For complaints relating to restructuring of loans
	Agensi Kaunseling Dan Pengurusan Kredit (AKPK)
	AKPK offers Debt Management Programme (DMP) which is available to all individuals who need assistance in managing their personal debts with financial service providers* regulated by Bank Negara Malaysia, provided that:
	You have a positive net disposable income after meeting all your expenses Your total debt exposure does not exceed RM2 million You are not under any advanced litigation process such as bankruptcy notice/creditors petition etc. You are not adjudged bankrupt
	Contact details :
	Agensi Kaunseling Dan Pengurusan Kredit (AKPK) Level 8 Maju Junction Mall 1001 Jalan Sultan Ismail 50250 Kuala Lumpur Tel : 1800-88-2575 Website: www.akpk.org.my
(ii)	Other complaints
	Financial Mediation Bureau (FMB)
	FMB is an independent body set up to help settle disputes between customers and their financial institutions (FI). You have six months to forward your complaint to FMB from the date of our final reply.
	For complaints, disputes or claims involving a financial loss, the amount claimed should not exceed RM100,000 (except for fraud cases involving payment instruments, credit cards, charge cards, ATM cards and cheques for which the limit is not more than RM25,000)
	FMB will not consider complaints, disputes or claims relating to general pricing, product policies or services of the members, credit decisions (approval, rejection and rescheduling of loans), fraud cases (other than for fraud cases involving payment instruments, credit cards, charge cards, ATM cards and cheques for which the limit is not more than RM25,000), cases which are time barred or more than 6 years and cases that have been or are referred to the court and/or for arbitration.
	Contact details :
	Financial Mediation Bureau (FMB) Level 25 Dataran Kewangan Takaful 4 Jalan Sultan Sulaiman 50000 Kuala Lumpur Tel : 03-22722811 Fax : 03-22745752 Website: www.fmb.org.my
	Or
	Bank Negara Malaysia (BNM)
	BNMLink Customer Service Center Ground Floor Block D Jalan Dato' Onn 50480 Kuala Lumpur Tel : 1300-88-5465 Website: www.bnm.gov.my Email: bnmtelelink@bnm.gov.my