*) If the complaint submitted by the customer needs handling and settlement for more than 2 (two) business days, the Bank will inform the customer to submit the complaint in written.
*) For written complaint, customer needs to enclose several documents as follows:
Fill customer complaint form in Hana Bank Branch
Identity of customer or customer's representative
Supporting documents needed:
Proof of deposit/withdrawal, transfer, or other banking activity related to its customer complaint
Saving book/bank statement customer
Customer representative power of attorney (If not the customer itself who convey a complaint)
Other supporting documents
**) A written complaint will be handled and settled within 20 (twenty) business days after the date of complaint is received by the Bank and can be extended up to the following 20 (twenty) business days if the Bank needs additional time to settle the customer's complaint due to certain conditions by considering the general law and regulations.
If Bank has made the effors to settle the complaint but the customer not satisfy enough, the customer/Bank could help to continue the settlement complaint via mediation Bank Indonesia (BI) or Otoritas Jasa Keuangan (OJK) or Alternative Dispute Settlement Institution (Lembaga Alternatif Penyelesaian Sengketa)
Please click the button to download Customer Complaint Handling Form