KUALA LUMPUR, Nov. 13 -- If you've ever lost a credit card or had a disputed bank charge, you know how frustrating it can be trying to get it resolved. Often, the headache doesn't end with the problem itself, it continues when you don't know where to complain, or when updates on your case are hard to come by.

To make life easier for consumers, Bank Negara Malaysia (BNM) is tightening the rules for how banks and other financial service providers (FSPs) handle complaints.

The move aims to ensure complaints are resolved clearly, quickly, and fairly - whether online or in person.

"Previously we had issued a complaints handling guideline way back in 2009, so over the years significant changes have taken place particularly in the way FSPs do...