Referring to Regulation of the Financial Services Authority No. 01 / POJK.07 / 2013 on Protection Consumer Sector Financial Services and Circular Letter of the Financial Services Authority No. 2 / SEOJK.07 / 2014 on Consumer Complaint and Completion Settlement on Business Services Persons, we herewith inform Customer Service and Compliance Procedure PT. Trust Finance Indonesia based on the principles of accessibility, independence, fairness, efficiency and effectiveness as follows:
Verbal complaint:
Customers visit the nearest PT. Trust Finance Indonesia branch office and submit complaints through the "Customer Service Representative"; or
Customers can contact PT. Trust Finance Indonesia by telephone to submit their complaints through Trust Finance Customer Care / Business Care at (62-21) 515 5477 via mobile phone 0815-1559-0280 (Whatsapps No.) on Monday to Friday (except national holidays) from 07.00 to 16.00.
Verbal complaints will be handled and must be resolved within 5 (Five) working days after the date the complaint is received. If the complaint requires handling and resolution of more than 5 (Five) working days, then PT. Trust Finance Indonesia will inform the customer to submit their complaint in writing, This involves recording the complaint, initial assessment, and distribution of the complaint to the unit or individual responsible for handling the issue being complained about.
Complaints in writing:
Complaints in writing can be submitted to the official website, telephone/whatapps/company hotline, email, or online complaint form by attaching a photocopy of identity and other supporting documents. Consumers will receive confirmation of receipt of the complaint within 2 (two) working days after the complaint is received with complete required documents and provide an opportunity for notification within 10 (ten) working days to complete the lack of data/documents, the Company will conduct an investigation related to the complaint submitted and attempt to resolve the complaint within 10 (ten) working days since the complaint is received with valid/complete data.
Confidentiality of Customer Data
PT. Trust Finance Indonesia will maintain the confidentiality of customer data, who make complaints, to any party, except:
If PT. Trust Finance Indonesia has made efforts to resolve the complaint but the customer cannot accept the resolution or the complaint resolution process has passed the time limit as stated above, then the customer can continue the complaint through the Financial Services Authority (OJK) or the Alternative Dispute Resolution Institution for the Financial Services Sector (LAPS SJK).
Email : info@lapssjk.id
Kontak : (021)2527700
2021 | 2022 | 2023 | 2024 | |||
Number of complaints received by PUJK | 0 | 0 | 0 | |||
Number of complaints based on complaint classification related to types of financial transactions | 0 | 0 | 0 | |||
Percentage and status of Complaint Resolution based on Complaint classification related to type of Financial Transaction | 0 | 0 | 0 |
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