Kuala Lumpur, 15 April 2026 - The Financial Markets Ombudsman Service (FMOS) today released its inaugural Annual Report 2025, marking its first full year of operations following the consolidation of the Ombudsman for Financial Services (OFS) and the Securities Industry Dispute Resolution Center (SIDREC).
The report, titled “A New Chapter in Financial Dispute Resolution” highlights FMOS’s transition to a unified platform serving both the financial services and capital markets sectors, providing a single, independent avenue for consumers and investors to resolve disputes outside the court system.
The full report is available at: Annual Reports – FMOS
Highlights of the Report:
In 2025, FMOS handled a total of 30,312 enquiries and complaints, including 11,431 new complaints, demonstrating a significant increase compared to 2024.
The FMOS Complaints Portal, launched in May 2025, marked a key milestone in digitalisation and accessibility, accounting for 37% of total complaint submissions.
FMOS registered 4,158 eligible disputes, the highest number on record since the establishment of FMOS and its predecessors. The total disputed amount is valued at RM100.2 million, a 45.4% increase from 2024, and nearly 80% of disputes involved claim amounts below RM25,000.
A total of 3,185 cases were resolved in 2025, including legacy cases carried forward from the OFS and SIDREC predecessor schemes, demonstrating FMOS’s capacity to manage both legacy and new disputes within a unified framework.
Of these, 55% were resolved at the case management stage, while 45% proceeded to adjudication for the Ombudsman’s decision.
Approximately 42% of cases were resolved within six months, an improvement from 30% in 2024.
At year's end, 2,629 cases remained in progress, mostly under six months, highlighting FMOS’s efficient handling of high volumes alongside more complex disputes requiring detailed assessment and adjudication.
Banking, Islamic banking and payment systems sector accounted for 74.5% of disputes, followed by insurance and takaful (25.1%) and capital market (0.4%).
Commercial banks had the highest number of disputes at 58%, followed by Islamic banks at 13% and general insurance companies at 11% of total cases.
Disputes were concentrated in card-based electronic payments (47%) and internet banking (21%), primarily driven by unauthorised transactions and scam-related complaints.
Chairman of FMOS, Tan Sri Datuk Seri (Dr) Foong Cheng Yuen, stated:
“The release of our first Annual Report marks a significant milestone following the successful consolidation of OFS and SIDREC. This consolidation has strengthened Malaysia’s financial dispute resolution framework by bringing banking, insurance, takaful, payment systems, and capital market disputes under a single platform. It enables FMOS to provide a streamlined, independent avenue for consumers and investors, while reinforcing trust and confidence in the financial system.”
Chief Executive Officer of FMOS, Ms Marina Baharuddin, added:
“2025 represents a defining year for FMOS. The strong growth in complaints reflects increasing public awareness and confidence in our role. We remain committed to delivering timely, transparent, and fair outcomes as financial services continue to evolve, especially within the digital landscape.”
Looking Ahead
As financial innovation accelerates, FMOS is preparing to address emerging dispute areas arising from digital assets, peer-to-peer financing, and other new financial products, which are expected to come within its jurisdiction from 2026. FMOS will continue to strengthen public awareness and refine its processes to deliver efficient, fair, and independent dispute resolution.
This content is provided by Financial Markets Ombudsman Service (FMOS)
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