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Answer: Bank Negara Malaysia requires all commercial banks and finance companies to maintain a dedicated complaints unit within their institutions. You should initially attempt to resolve your complaint directly with your financial institution. If you remain dissatisfied with their response, you may escalate the issue to Bank Negara Malaysia. For concerns specifically related to Bumiputera business loans, you can also approach ERF Sdn. Bhd., a special-purpose vehicle established by Bank Negara Malaysia to serve as a one-stop centre for Bumiputera financing matters.