alrajhi bank Malaysia Branches and Smart Financial Centres
KL Smart Financial Center
Ground Floor, Mezzanine & Basement 1,
East Block, Wisma Golden Eagle Realty,
No 142-B, Jalan Ampang, 50450 Kuala LumpurCustomer Care: +603-2332 6000
Ground Floor, Mezzanine & Basement 1,
East Block, Wisma Golden Eagle Realty,
No 142-B, Jalan Ampang, 50450 Kuala LumpurCustomer Care: +603-2332 6000
Bangsar Branch
Lot No.G02 (East Wing),
Ground Floor BRDB Tower Bangsar
Shopping Center, 59000 Bangsar, Kuala LumpurCustomer Care: +603-2332 6000
Lot No.G02 (East Wing),
Ground Floor BRDB Tower Bangsar
Shopping Center, 59000 Bangsar, Kuala LumpurCustomer Care: +603-2332 6000
Shah Alam Smart Financial Center
Ground Floor, No. 2,
Jalan Tengku Ampuan Zabedah 9/A,
40100 Shah Alam, SelangorCustomer Care: +603-2332 6000
Ground Floor, No. 2,
Jalan Tengku Ampuan Zabedah 9/A,
40100 Shah Alam, SelangorCustomer Care: +603-2332 6000
alrajhi bank Malaysia Head Office
Level 8, Integra Tower, The Intermark,
348 Jalan Tun Razak, 50400,
Kuala Lumpur
24-Hour Customer Care Consultants
For more information on alrajhi bank Malaysia products and services, kindly contact one of our Customer Care Consultants using your preferred method below:
Retail Collection & Recovery Centre
Note:
- Please remember: Emails are not inherently secure. For security reasons, please refrain from including personal or confidential information when initiating an email to alrajhi bank Malaysia. Should there be a need to disclose your personal or confidential information, kindly visit your nearest branch to do so or you may contact our Customer Care Consultants at +603-2332 6000.
- Neither alrajhi bank Malaysia, Bank Negara Malaysia (BNM), PayNet nor any of its affiliates will ever ask you for your personal or confidential information e.g. account information, alrajhi@24seven User ID, Passwords, One Time Password (OTP) or Card PINs when contacting via call, text message or email.
Branch and Smart Financial Center (SFC) Operating Hours
| Day | Operating Hours |
|---|---|
| Monday - Thursday | 09:15 - 16:15 |
| Friday | 09:15 - 16:15 Closed for Prayers West Malaysia (12:30 - 14:30) East Malaysia (12:00 - 14:00) |
| Saturday, Sunday & Public Holiday | Closed |
| Sunday - Thursday | 09:15 - 16:15 |
| Friday, Saturday & Public Holiday | Closed |
Media Enquiries
Seema Viswanathan
seema@alrajhibank.com.myMae Leong
mae.leong@alrajhibank.com.myReena Kaur
reena_kaur@alrajhibank.com.my
Customer satisfaction is important to us as we strive to provide the best possible services at all times. We value
your feedback as they assist us to improve our products, services and customer service.
We want to hear from you
We would love to hear about positive experiences you have had with us. If we have delighted you and you would like to drop us a line:
How a complaint can be made
If you are dissatisfied with the service provided by us, you may in the first instance consider speaking directly with the staff member/s you have been dealing with. If you are uncomfortable with this or consider the staff member is unable to address your concerns, you can lodge a complaint with us in one of the following ways:
The information you will need to tell us
When we investigate your complaint, we will be relying on information provided by you. We may need to contact you to clarify details or request additional information, where necessary. To help us investigate your complaint promptly and efficiently we will ask you for the following information:
Note : For your security, please do not provide any confidential or personal account information.
Help when making a complaint
The person receiving or managing your complaint should provide you with any assistance you may need to make your complaint. However, should you need further assistance please contact our Customer Care Consultant at +603-2332 6000, or email us at customersupport@alrajhibank.com.my.
Recording complaints
When taking a complaint, we will record your name and contact details. We will also record all details of your complaint including the facts and the cause/s of your complaint, the outcome and any actions taken following the investigation of your complaint. We will also record all dates and times relating to actions taken to resolve the complaint and communications between us.
As part of our on-going improvement plan, complaints will be monitored for any identifying trends by management and rectification / remedial action taken to mitigate any identified issues.
Where a business partner of the Bank is involved, we may be required to speak with them to fully investigate your complaint.
We want to hear from you
We would love to hear about positive experiences you have had with us. If we have delighted you and you would like to drop us a line:
- Email us at customersupport@alrajhibank.com.my
How a complaint can be made
If you are dissatisfied with the service provided by us, you may in the first instance consider speaking directly with the staff member/s you have been dealing with. If you are uncomfortable with this or consider the staff member is unable to address your concerns, you can lodge a complaint with us in one of the following ways:
- By calling Customer Resolution at +603-2332 6000
- By writing to us :
Head of Customer Resolution Unit,
Level 8, Integra Tower, The Intermark,
348 Jalan Tun Razak, 50400
Kuala Lumpur
- By emailing us the
Complaint Form:
customer.resolution@alrajhibank.com.my
- In person by speaking to any of our customer service staff
The information you will need to tell us
When we investigate your complaint, we will be relying on information provided by you. We may need to contact you to clarify details or request additional information, where necessary. To help us investigate your complaint promptly and efficiently we will ask you for the following information:
- Your full name and contact details;
- The name of the person you have been dealing with, if applicable;
- Information about the complaint (excluding numbers and sensitive account information);
- Details of conversations you may have had with us that may be relevant to your complaint;
- Copies of documentation (if any) which supports your complaint
Note : For your security, please do not provide any confidential or personal account information.
Help when making a complaint
The person receiving or managing your complaint should provide you with any assistance you may need to make your complaint. However, should you need further assistance please contact our Customer Care Consultant at +603-2332 6000, or email us at customersupport@alrajhibank.com.my.
Recording complaints
When taking a complaint, we will record your name and contact details. We will also record all details of your complaint including the facts and the cause/s of your complaint, the outcome and any actions taken following the investigation of your complaint. We will also record all dates and times relating to actions taken to resolve the complaint and communications between us.
As part of our on-going improvement plan, complaints will be monitored for any identifying trends by management and rectification / remedial action taken to mitigate any identified issues.
Where a business partner of the Bank is involved, we may be required to speak with them to fully investigate your complaint.
alrajhi bank Malaysia is committed to resolving your issues at the first point of contact. However, this may not be possible in all circumstances, in which case a more formal complaints process will be followed.
Our complaint handling procedure is as follows:
Our complaint handling procedure is as follows:
-
First Contact Resolution
Our staff are empowered to resolve complaints, whenever possible, at first contact. -
Acknowledgement
We will acknowledge receipt of your complaint within 24 hours on a business day. -
Investigation
- Once your complaint has been received, we will investigate your complaint objectively and impartially, by considering the information you have provided us and any other information which may be available, that could assist us in investigating your complaint.
- There may be circumstances during the investigation where we may need to clarify certain aspects of your complaint or request additional documentation from you.
-
Resolution
- Complaints will normally require 3 to 14 business days to be resolved from the date of receipt.
- However, some issues may be more complex and may require more time to resolve. If a complaint requires complex investigations, we will specify a time frame when we will be in a position to finalise your complaint.
-
Respond
Following our investigation we will advise you of our findings and any actions we have taken. -
Escalation
If you are not fully satisfied with how your complaint has been handled or the resolution provided by us, you may seek to refer your case to the relevant bodies or agencies for review.
Where possible, we will attempt to resolve your complaint at the first point of contact. If we are unable to resolve your complaint at the first point of contact, we will undertake an investigation of your complaint and provide you with our findings.
We understand that there could be instances where you may not be fully satisfied with how your complaint has been handled, or the resolution provided by us. You may seek to refer your case to the following redress channels:
Bank Negara Malaysia: BNM
Tel: 1-300-88-5465 (1-300-88-LINK)
(Overseas: +603-2174 1717)
Email: bnmtelelink@bnm.gov.my
Financial Markets Ombudsman Services: FMOS
Tel: +603-2272 2811
https://www.fmos.org.my
Agensi Kaunseling Dan Pengurusan Kredit: AKPK
Tel: +603-2616 7799
