Legal
Complaints & Feedback
How to raise a concern with us, what happens next, and where to take it if we cannot put it right.
This page covers the ground it has to cover, in the site’s own voice, so a compliance owner and legal adviser review a document rather than a blank page. It is not legal advice and must not go live without that review. Every gap is marked in the copy below.
If something has gone wrong
Tell us. We would far rather hear about it directly and have the chance to put it right than have you leave without saying anything.
You can raise a concern with your advisor, or if you would rather not, email dlifesbgroup@gmail.com and it will reach someone else.
What we will do
[TO BE CONFIRMED: your complaints procedure: acknowledgement timeframe, who investigates, the target for a substantive response, and how the outcome is communicated. Regulators generally expect specific timeframes published here rather than a general undertaking]
We will tell you what we have found and what, if anything, we intend to do about it. If we think we got it right, we will explain why rather than simply disagreeing with you.
If you are not satisfied with our response
[TO BE CONFIRMED: the correct external escalation route for D’Life’s licensing arrangement: the relevant insurer’s own complaints unit, the Ombudsman for Financial Services, and Bank Negara Malaysia’s consumer channel, in the order and with the contact details that actually apply. Publishing the wrong route is worse than publishing none]
Feedback that is not a complaint
If something worked well, or you have a suggestion, that is worth hearing too. The same email address reaches us.
Last updated: draft, 2026-08-16
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