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PT Bank Sahabat Sampoerna

Customer's Complaint Handling

MEDIUM FOR COMPLAINT DELIVERY

Following the provisions of the Regulator, Bank Sahabat Sampoerna provides various media for submitting customer's complaints

CALL CENTER

Call center 1500 035

BRANCH OFFICE

Visit the nearby Bank Sampoerna’s
branch office

SOCIAL MEDIA

E-MAIL

ComplaintHandling.BSS@banksampoerna.com

WEBSITE

www.banksampoerna.com/contact

COMPLAINT RESOLUTION:

Step 1:

Customer Submits Complaints

Customer submits complaints through Bank Sahabat Sampoerna's complaint medium.

Step 2:

Receive and Identify Customer's Complaint Data

The Bank's officers receive and identify customer's complaints and verify supporting documents.

Step 3:

Handle and Follow-Up on Customer's Complaints

The Bank's officers process customer's complaints on the bank system as an administrative process and coordinate with internal bank parties for customer's complaint follow-up.

Step 4:

Handling Customer Complaints

The Bank responds to customer's complaints and offers solutions.

Step 5:

Resolving Customer's Complaint

  • If the customer agrees with the solution and settlement provided by Bank, the complaint is considered completed.
  • If the customer disagrees:
    1. The customer can submit complaints to the Alternative Dispute Resolution Institution (LAPS) Financial Services Sector www.lapssjk.id.
    2. The customer can submit a new complaint ticket to Bank Sahabat Sampoerna.

COMPLAINT SUBMITTAL REQUIREMENTS

  • Account number or identification number
  • Full name as it appears on the ID card
  • Mobile phone number
  • Chronology of the problems
  • Other supporting documents (depending on the type of complaint and/or request submitted)

Bank Sahabat Sampoerna reserves the right to refuse to handle customer complaints if:

  1. The requirements for supporting documents are not met within the time frame specified.
  2. Previous complaints have been resolved following OJK regulations by Bank Sahabat Sampoerna.
  3. Complaints are not related to losses and/or potential material, reasonable, and direct losses as stated in the agreement and/or financial transaction documents.
  4. Complaints are not related to financial transactions issued by Bank Sahabat Sampoerna.