Customer Complaints Handling Process

Complaint acceptance

1. Customer file complaint through :
   1. Hello Danamon at 1-500-090
   2. E-mail : hellodanamon@danamon.co.id
   3. Come to the nearest branch
2. Danamon staff will convey confirmation or complaint receipt to customer if all terms are complete
3. If the requirement documents are not yet complete, customer must complete the document(s) within maximum of 10 business days and can be extended up to 10 business days if customer’s outside of domicile document and/or other matter that is beyond customer control
4. The requirement documents that needed for settlement of complaints click here

Complaint handling

1. Danamon staff will follow up customer oral complaints maximum of 5 business days, for written complaints maximum of 10 business days
2. Complaints will be processed and resolved in writing within 10 business days after receiving complete documents. Under certain conditions, Bank may extend this period by up to of 10 additional business days.
3. If the complaint settlement is extended according to point 2, the bank will notify the customer accordingly.
4. Customer can ask for information to Danamon staff regarding the complaint settlement process through the contact information that was delivered when complaint is received or listed on complaint receipt.
5. Danamon staff can ask for additional documents to customer when investigation of complaint is being carried out, to settle the complaint.

Complaint Settlement

1. Danamon staff will deliver to customer’s complaint based on investigation result.
2. Based on investigation result:
   1. If the Customer agrees with Bank’s resolution and/or response, the complaint report shall be considered resolved.
   2. If the Customer disagrees with Bank’s resolution and/or response:
      • Customer may file an objection by submitting new supporting documents not previously provided.
      • The Customer may escalate the dispute by court or outside the court (LAPS BI/OJK).

Facility plea to BI and OJK

1. The resolution of dispute through banking mediation is limited solely to civil disputes or conflicts related to the placement of funds by consumer in LJK and/or the utilization of services or products offered by LJK
2. Submission for dispute resolution through banking mediation can be submitted by customer through:
   
   web: https://lapssjk.id
   Kontak : 021-2527700
   E-mail: info@lapssjk.id
3. Requirements for submitting a dispute resolution request through banking mediation via LAPS SJK:
   1. Customer has delivered complaint to Bank and has been followed-up and there is no agreement between customer and Bank;
   2. It is a civil problem that is not in process or there has been no decision by mediation, arbitration or court institution.
   3. A dispute of a civil nature.
   4. Other dispute resolution.