Malaysian banks take heed of complaints, making huge investments to improve services

PETALING JAYA: Banks are aggressively beefing up their complaints management systems and investing millions of ringgit in them to not only cope with rising complaints, but also to enlarge their customer base to boost bottom lines, industry observers say.

Ernst & Young Malaysia partner of financial services Chan Hooi Lam, for instance, said that banks were making huge investments in managing complaints and cited two main factors for it.