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Customer Complaint Handling Procedure
- The complaints submissions to the Bank can only be submitted by the Customer / Customer Representative acting for and on behalf of the customer regarding the Bank's products or services.
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Customer/ Customer Representative can submit their complaint through Hana Bank official complaint channel, as follow:
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Procedure for customer complaint handling and resolution is as follows:
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Supporting documents that must be submitted by the Customer / Customer Representative at the time of submission are as follows:
- The Identity of Customer / Customer Representative;
- Special Power of Attorney if the Customer delegate complaint submission to a Customer Representative;
- Types and dates of financial transactions;
- Complained problem
- Customer/Customer Representative Complaint will be resolved within 20 (twenty) working days since the complaint is received by the Bank with a complete document requirement (if needed), if there are any certain conditions, the resolution of the complaint can be extended for a maximum period 20 (twenty) working days. In this case, the Bank will notify the Customer / Customer Representative in writing through mail/e-mail media before the end of the first 20 (twenty) working days.
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The Bank may refuse to handle the complaint if:
- Customer / Customer Representative does not complete the document requirements in accordance with the specified period of time;
- Previous complaints have been resolved by the Bank in accordance with the Applicable Regulatory provisions
- Complaint does not relate to any reasonable and direct loss and/or potential loss as stated in the Financial Transaction agreement and/or document; and/or
- The complaint does not relate to financial transactions issued by Hana Bank.
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If the Customer / Customer Representative feels that the settlement solution provided does not meet their expectations, then the Customer / Customer Representative can continue the process of resolving the complaint through:
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Facilitation by the Financial Services Authority ("OJK") through:
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Sending a written letter to:
Anggota Dewan Komisaris OJK dan Perlindungan Konsumen
Menara Radius Prawiro Lantai 2 Komplek Perkantoran Bank Indonesia
Jl. M. H. Thamrin No. 2, Jakarta - Contacting OJK service at 157
- Sending email through konsumen@ojk.go.id
- Accessing the website https://kontak157.ojk.go.id (Aplikasi Portal Perlindungan Konsumen – APPK)
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Sending a written letter to:
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Financial Services Sector Dispute Resolution Alternative Agency ("LAPS-SJK") through:
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Sending a written letter to:
Wisma Mulia 2 Lt. 16
Jl. Gatot Subroto No. 42, Kuningan Barat, Mampang Prapatan, Jakarta 12710 - Contacting 021-29600292
- Sending email through lapssjk@ojk.go.id or lapssjk@gmail.com
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Sending a written letter to:
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Specifically, for dissatisfaction with the resolution of complaints related to:
- Instruments issuance for transferring funds and/or withdrawing funds
- Fund transfer activities
- Payment Instrument Activities Using Card (APMK)
- Electronic Money activities
- Activities of providing and/or depositing money of Rupiah
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Send a written letter to:
Nearest Bank Indonesia representative office to the domicile of the Customer/Customer Representative
For Customer/Customer Representative in Jakarta, Bogor, Depok and Bekasi can sending written letter to:
Kantor Perwakilan Bank Indonesia DKI Jakarta
Divisi Perlindungan Konsumen Sistem Pembayaran
KPw DKI Learning Center
Jl. Prajurit KKO Usman dan Harun No. 42
RT/RW : 01/05 Senen, Jakarta Pusat 10410 - Contacting Contact Center Bank Indonesia Call and Interaction (BICARA) - 131
- Sending email through bicara@bi.go.id
- Accessing the website https://www.bi.go.id
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Facilitation by the Financial Services Authority ("OJK") through:
Click the button below to download the Complaint Handling Form
Download Form
Send to
customervoice@hanabank.co.id
orhelp@linebank.co.id