Customer Complaints Handling Process

Complaint Acceptance

  1. Customer file complaint through :
    1. Telephone : Hello Danamon at 1-500-090 or overseas access +62-21-23546100;
    2. Email : 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

Types of Complaints Complaint Resolution Timeline

Verbal Complaints

Within 5 business days from the date the complaint is received by Bank Danamon.


If Bank Danamon requires supporting documents and the complaint resolution timeframe referred to above cannot be met, Bank Danamon will request the Customer to submit the complaint in writing, accompanied by the required supporting documents.

Written Complaint

Within 10 business days from the date the complete supporting documents are received, and this period may be extended for up to an additional 10 business days if:

  1. The Bank Danamon office receiving the complaint is different from the Bank Danamon office where the issue being complained of occurred, and there are communication constraints between the two Bank Danamon offices.
  2. The complaint submitted by the Customer requires a special investigation of Bank Danamon's documents; and/or
  3. There are other circumstances beyond Bank Danamon's control

Bank Danamon may resolve a complaint beyond the timeframe specified above if:

  1. The complaint resolution requires follow-up actions by another party; and
  2. The follow-up actions carried out by the other party affect the timeframe for complaint resolution by Bank Danamon.

Bank Danamon reserves the right to decline handling a Consumer complaint if:

  1. The Customer fails to provide the required documents within the stipulated timeframe. A Customer who fails to submit the required documents shall be deemed to have withdrawn the complaint.
  2. The complaint has previously been resolved by Bank Danamon in accordance with the provisions of Otoritas Jasa Keuangan.
  3. The complaint is not related to any actual loss and/or potential loss that is material, reasonable, and directly attributable, as stipulated in the agreement and/or the product and/or service utilization documents.
  4. The complaint is not related to the use of products and/or services issued by Bank Danamon, except for the use of products and/or services provided under a cooperation arrangement with another bank and/or
  5. The complaint is currently under civil court proceedings or has already been decided by a civil court

Complaint Settlement

  1. Bank Danamon is required to provide a Complaint Response to the Consumer for every complaint received.
  2. If a complaints is submitted in writing, Bank Danamon shall provide a written Complaint Response.
  3. Where a complaint is submitted verbally, Bank Danamon shall respond to the complaint verbally and/or in writing.

Facility plea to BI and OJK

  1. In the event that no agreement is reached regarding the outcome of the complaint handling conducted by Bank Danamon, the Customer may:
    1. Submit the complaint to Otoritas Jasa Keuangan (OJK) for handling in accordance with its authority;or
    2. Submit the dispute with the Lembaga Alternatif Penyelesaian Sengketa (LAPS SJK) or to a court of law.
  2. A request for disputre resolution through banking mediation may be submitted by the Lembaga Alternatif Penyelesaian Sengketa (LAPS SJK) via:
    Web: www.lapssjk.id
    Telephone: 021-2527700
    Email: 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.

Required Application Documents

Download Formulir Pengaduan Nasabah

Download Formulir Sanggahan Kartu Debit Danamon

Download Formulir Sanggahan Kartu Kredit Danamon VISA Mastercard

Download Formulir Sanggahan Kartu Danamon American Express

Download Formulir Pengaduan SLIK (Sistem Layanan Informasi Keuangan)

Download Formulir Surat Pernyataan Nasabah Dana Talangan

Complaint/Request Type              Documents requirement             
Complaint
Form/Statement
Letter 		Police
Letter		 Copy
KTP
KITAS /
PASSPORT		 Copy of
Credit 
Card/
ATM Card		 Copy of birth
certificate/
family card
 Domicile
Letter		 Reference
Letter 
from 
Company

1

Credit card dispute transaction

V


V

V




2

Banking dispute transaction

V

V

V





3

SLIK Complaint (Sistem Layanan Informasi Keuangan/ Financial Information Service System)

V


V





4

Complaint indication of fraud for credit card application

V


V


V

V

V

5

CDM and ATM complaint

V


V

V




6

Complaint indication of Fraud for banking

V

V

V

V




7

Other complaint(s)

V


V



 
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