- Verbal complaint
Hana Bank nearest branch
Call Hana 1 500 021

- Written complaint
Hana Bank nearest branch
Email customervoice@kebhana.co.id

*) 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.

*) customervoice@kebhana.co.id operate on Monday – Friday 08:00 – 17:00 WIB (Office hour)
**) Hana Bank WILL NOT ask you any confidential and private information such as PIN and/or Password

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)