Complaints & Disputes

1. Contact us first

Most issues are resolved fastest by us. Please email your complaint to us first, so we have a record of it and can look into it properly.

Please include:

• your full name and the phone number or email address on your account;
• your application or loan reference number, if you have one;
• what happened, with dates, and who you dealt with;
• what you would like us to do to put it right;
• copies of any documents, receipts, messages or screenshots that support your complaint.

Never send your password, one-time codes (TAC/OTP) or full card details by email. We will never ask for them.

2. What happens next

• We reply to you by email, or in Help & support if you raised your complaint there.
• We look into it fairly, which may include reviewing your account records and communications, and we may ask you for more information.
• We reply in writing with our findings, what we will do, and the reasons for our decision.
• Making a complaint does not affect how we treat you or your application, and does not pause your repayments unless we agree otherwise in writing.

3. If you are not satisfied: complain to KPKT

We are a moneylender licensed by the Ministry of Housing and Local Government (KPKT). If you are not satisfied with our reply, or have not heard back from us within 14 days, you can complain to KPKT's Community Credit Control Division (Bahagian Kawalan Kredit Komuniti, BKK):

• Online: the Public Complaints Management System (SISPAA) at kpkt.spab.gov.my
• Email: [email protected]
• Phone: 03-8000 8000
• In person: Bahagian Kawalan Kredit Komuniti, KPKT, Aras 22, No. 51, Persiaran Perdana, Presint 4, 62100 Putrajaya

To help KPKT act on your complaint, give them:

• our name, AVENTIS CAPITAL GROUP SDN. BHD., and our KPKT licence number, WL 5362/14/01-10/251027;
• a timeline of what happened, including when you complained to us;
• copies of our replies and your supporting evidence.

Keep the complaint reference number KPKT gives you so you can follow up.

4. Complaints about your personal data

If your complaint is about how we handle your personal data and you are not satisfied with our reply, you can contact the Personal Data Protection Commissioner (Jabatan Perlindungan Data Peribadi) at pdp.gov.my. See our Privacy Policy for your data rights.

5. Unlicensed lenders and scams

KPKT handles complaints about licensed moneylenders only. If someone offers you a loan without a KPKT licence, or pretends to be us, report it to the Royal Malaysia Police (PDRM). If you have lost money to a scam, call the National Scam Response Centre on 997 straight away.

We only take repayments through the payment methods shown in your account, and we will never ask you to pay into a personal bank account or pay a fee before your loan is approved.

6. Your other rights

Using this process does not affect your right to seek independent legal advice or to take the matter to the courts of Malaysia. If you are struggling with repayments rather than making a complaint, see Financial Difficulty.

7. Our details