BACKGROUND

At BSN, we are committed to promoting fairness, inclusivity and accessibility in everything we do especially when it comes to serving our most vulnerable customers. Guided by the Bank Negara Malaysia (BNM) Policy Document on Fair Treatment of Financial Consumers (FTFC), we strive to ensure that every individual is treated ethically, respectfully and with due care.

In line with our vision “No Malaysian Left Behind”, we place strong emphasis on understanding and supporting the needs of vulnerable consumers who may require additional assistance in accessing or engaging with financial services.

BSN offers tailored solutions such as Rescheduling and Restructuring (R&R) and In-House services to ensure our customers continue to receive the care and support they need.

VULNERABLE CONSUMER REFERS TO A FINANCIAL CONSUMER WHO:

1. Face difficulties accessing or engaging with financial services, such as persons with disabilities or senior citizens aged 60 and above.
2. Have limited financial resilience, including those with low income, no savings, or high debt levels.
3. Experiencing life challenges that cause temporary or long-term financial hardship, such as natural disasters, loss of income, unemployment, or the death or total permanent disability of the main breadwinner.
4. Have low financial literacy or struggle with language barriers, for instance, individuals who cannot read or write, or only speak a language other than Bahasa Malaysia or English.