Complaints Procedure

MyTrustCredit Sdn Bhd (SSM 202301012345-D) is a KPKT-licensed moneylender (Licence No. WL1234/5678). We take every complaint seriously and handle it in line with the Moneylenders Act 1951 and KPKT guidance.

This document explains what can be complained about, how to reach us, what timelines we commit to, and — if you are not satisfied with the outcome — how to escalate to an independent regulator.

You may use this procedure to raise a complaint about any of the following matters involving MyTrustCredit:

• Our service — website issues, application errors, difficulty contacting us.
• A lending decision — the outcome, the documents we requested, or the communication around it.
• Our Loan Agreement — rates, fees, charges, statements, or settlement figures.
• Debt collection — the conduct, tone, timing, or method used by our collection team or a collection agency acting for us.
• Data handling — anything relating to how we have collected, stored, or used your personal data under the PDPA.
• Staff conduct — the behaviour of any MyTrustCredit employee or agent.

Please use the channels below in the order listed. Starting with WhatsApp usually resolves issues fastest, but writing is best if you want a formal audit trail.

• 1. WhatsApp — +60 12-345 6789 (Monday to Saturday, 9am–8pm MYT). Mention "Complaint" and your reference (e.g. MTC-XXXX-XXXX).
• 2. Email — hello@mytrustcredit.com for general complaints; dpo@mytrustcredit.com for data-protection complaints.
• 3. Letter to our registered office — Complaints Officer, MyTrustCredit Sdn Bhd, Level 12, Menara KL, Jalan Sultan Ismail, 50250 Kuala Lumpur, Malaysia.

To help us investigate quickly, please include the following in your first message:

• Your full name, mobile number, and email address.
• Your MyTrustCredit reference number (format: MTC-XXXX-XXXX) if you have one.
• A clear chronological description of what happened, including dates and times.
• Supporting evidence — screenshots, photos, SMS or WhatsApp transcripts, letters received.
• The outcome you are seeking (an apology, a refund, a restructure, a correction of records, etc.).
• Any relevant background such as whether you have been contacted by a debt collection agency.

We align to the KPKT benchmark for licensed moneylenders. In practice, you can expect:

• Acknowledgement — Within 3 working days of receipt of your complaint.
• Full written response — Within 14 working days of acknowledgement. For complex matters (involving third parties, bank traces, or legal review), we will update you every 7 working days until resolution.
• Final decision — A written "Final Response" setting out the facts, our decision, any remedy offered, and your right to escalate to an external body.

If the Final Response does not resolve your complaint, you may ask for the matter to be escalated to our Head of Compliance by replying "I wish to escalate" to the same email thread. The Head of Compliance will independently review the file within a further 14 working days and issue a second, final internal decision.

If you remain dissatisfied after our internal escalation, you may refer your complaint to any of the following. You are not required to exhaust internal escalation before contacting a regulator directly — the choice is yours.

• 1. KPKT — Moneylenders Registrar — The primary regulator for licensed moneylenders. Use KPKT for complaints about licensing, interest rates, fees, or any breach of the Moneylenders Act 1951. Portal: www.kpkt.gov.my.
• 2. Ombudsman for Financial Services (OFS) — An independent financial-services dispute body. Jurisdiction may apply in certain cross-border or financial-adjacent matters. Website: www.ofs.org.my.
• 3. BNMLINK — Bank Negara Malaysia — For broader finance, CCRIS, or AML-related complaints. Hotline: 1-300-88-5465. Portal: bnmlink.bnm.gov.my.
• 4. Personal Data Protection Commissioner (PDPC) — For data-protection complaints under the PDPA 2010. Website: www.pdp.gov.my.
• 5. Legal action — As a last resort, through the Sessions Court of Malaysia or, where agreed, via AIAC arbitration in Kuala Lumpur. We encourage you to consider AKPK (Credit Counselling and Debt Management Agency) at www.akpk.org.my for free financial mediation before resorting to litigation.

Copy and adapt the template below when emailing hello@mytrustcredit.com. We will acknowledge within 3 working days.

To: hello@mytrustcredit.com

Subject: Complaint — [brief description] — Ref [MTC-XXXX-XXXX]

Dear Complaints Officer, I am writing to lodge a complaint regarding the following matter. My reference is [MTC-XXXX-XXXX]. On [date], the following happened: [describe]. I believe this is unsatisfactory because [reason]. The outcome I am seeking is [e.g. refund of late fee / correction of CCRIS / formal apology]. I attach the following evidence: [list]. Please acknowledge within 3 working days and provide a full response within 14 working days. Regards, [full name] [mobile] [email].

MyTrustCredit operates a strict anti-harassment policy. Our collection team and agencies are trained to be firm but respectful at all times, and to avoid calls outside permitted hours (8am–9pm), calls to your employer, or contact with third parties who are not co-signers.

We equally expect respectful communication from borrowers. Abusive, threatening, or discriminatory behaviour towards MyTrustCredit staff or agents will result in a formal written warning. A second incident will cause us to escalate all further communication to written channels only, and to report serious threats to the Royal Malaysia Police.

• Reply within 14 days when we request additional information.
• Keep all correspondence on a single email thread with the same subject line.
• Always quote your MTC-XXXX-XXXX reference in every message.
• If urgent (e.g. ongoing harassment by someone claiming to be MyTrustCredit), add "URGENT" to the subject — we triage these within one business hour.
• If you are in serious financial difficulty, contact AKPK (www.akpk.org.my) for free debt-counselling; we will fully cooperate with any AKPK-led restructure plan.