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All submissions are handled with strict confidentiality.

Hammersmith (M) Sdn Bhd

Complaint Handling Service Level

  1. 1) All complaints received will be acknowledged within ONE (1) working day.
  2. 2) All complaints will be categorized into 1 of 6 categories as listed below with its resolution period:

    1. a. Simple case;

      • Resolution time – FOURTEEN (14) calendar days

    2. b. Complex case (no third-party information required);

      • Resolution time – THIRTY (30) calendar days

    3. c. Simple case later classified as complex (no third-party information required);

      • Resolution time – FOURTEEN (14) calendar days

    4. d. Complex case requiring third-party information;

      • Resolution time – THIRTY (30) calendar days

    5. e. Simple case later classified as complex (third-party information required);

      • Resolution time – FOURTEEN (14) calendar days

    6. f. Unresolved case;

      • Resolution time – within SIXTY (60) calendar days

NOTE: For more details, consumer credit customers may refer to the Hammersmith (M) Sdn Bhd Complaint Handling Policy.