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Definition

Customer or their representative may submit a complaint as an expression of customer dissatisfaction, either verbally or in writing, arising from material loss or potential loss directly experienced by the customer due to an agreement or financial transaction document that is not fulfilled.

Customer or their representatives can also request information regarding the mechanisms for using products and/or services provided by the Bank, the procedures for submitting complaints, or other necessary information about the products and/or services.

Parties who can raise complaints:

• Customer, every person who owns and/or utilizes products and/or services provided by the Bank.
• Customer's representative, who acts for and on behalf of the customer based on a special power of attorney from the customer.

Services on customer complaints are free of charge.

Complaint channel options

The Bank has a consumer protection and customer complaint management function, which will ensure complaints are followed up by the bank.

You could raise a complaint through several channel options:

• Your preferred HSBC branch
• Make a call to HSBC Indonesia Contact Centre
• Internet banking message/mobile banking/website/letter

PT Bank HSBC Indonesia has official social media accounts, however, we do not accept complaints through social media, where there is a risk of personal and customer data and other cyber crimes if you write a complaint on social media.

How to raise a complaint

1. Submission of Verbal Complaints Through Contact Centre

   The Bank will follow up on verbal complaints from the customer within 5 working days. If further investigation is required and/or supporting documents are needed, the Bank will ask the customer to submit a complaint in writing. The Bank will verify the information and completeness of the documents submitted by the customer.

   If the Bank requires additional documents, the Customer has 10 working days to complete it since the request is submitted by the Bank. The customer can request an additional 10 (ten) working days if the required documents are not located at the customer's domicile and/or there are other matters that are beyond the customer's control.

2. Submission of Written Complaints Through Branch, Internet Banking Message, Mobile Banking, Website, or Letter

   Settlement of written complaints by the Bank is carried out within 10 working days and can be extended up to another 10 working days if certain conditions are met.

   The specific conditions referred to are, if there is a communication barrier between the branch office that receives the complaint and the branch office where the problem complained about occurred, special research is needed on the complaint document, or other external factors.

   The customer will be informed by the Bank if an extension of the complaint settlement time is required before the settlement deadline expires.

Supporting document requirements | Complaint receipt

Inspection/Investigation Process and Complaint Settlement

The Bank will conduct an examination/analysis/investigation process of the complaint including analysis of the data owned by the Bank and/or Customer as well as other parties that may be related, such as other banks that own the ATM Machine, VISA and MasterCard.

The examination process will be conducted by each authorized party in the Bank, for example:

1. Complaints related to fraud will be handled by the Bank's Fraud Section;
2. omplaints related to the collection process will be handled by the collection department.

The Bank may communicate directly with the Customer to explain the problem, obtain further information including discussing/offering to resolve the Customer's complaint, which can be done through telephone, e-mail, and other means determined by the Bank.

In the process of resolving customer complaints:

• The Bank has an approach to overcome financial losses, difficulties and/or inconveniences experienced by the Customer, by considering, among others, apologies, compensation, and goodwill.
• In the event of error, negligence, and/or acts contrary to the provisions of laws and regulations committed by the Customer, the Bank cannot be held responsible for the loss.
• If the loss occurs due to a contribution made by the Bank and the Customer, the responsibility for compensation is determined based on the evidentiary process in accordance with the provisions of laws and regulations.

If the examination/investigation process has been completed, the Bank will provide a response to the complaint, either by recorded telephone, e-mail, letter, or other means determined by the Bank and by sending a settlement notification to the Customer.

Evidence of Complaint Settlement

The Bank will provide information on the settlement of complaints through the means determined by the Bank, which at least contains:

1. complaint register number;
2. the problem complained; and
3. the process of complaint resolution by the Bank accompanied by problem analysis and sufficient explanation.

The customer has 10 working days to approve or reject the Bank's response. Please refer to the Dispute Submission section if you reject the Bank's settlement.

Complaint rejection

Your complaint might be rejected if one or more of the following conditions apply:

1. The document requirements are not completed by the customer or customer representative within the specified time frame.
2. Previous complaints have been resolved by the Bank in accordance with OJK and BI regulations.
3. Not related to material, reasonable, and direct losses and/or potential losses as stated in the agreement and/or financial transaction documents.
4. Not related to the utilization of products and/or services issued by the Bank (except the utilization of products and/or services issued based on the Bank's cooperation with other Financial Service Providers).
5. The complaints that are in process or have been decided by a civil judicial institution.
6. There are new documents submitted by the Customer and/or Customer's Representative but do not affect the Complaint Response submitted by the Bank.

Dispute if you reject the Bank's resolution

If the customer and/or customer's representative rejects the Bank's complaint response, then the Customer has the option settlement through:

• Court, or
• Out of court.

Specifically, for out of court option, they are as follow:

• Otoritas Jasa Keuangan (OJK)
• The Alternative Financial Services Sector Dispute Resolution Institution (LAPS SJK)
• Bank Indonesia (BI)