To submit a written complaint, consumers are required to complete a complaint form along with adequate supporting documents, at least:

• Photocopy (as original) of the account opener's identity and/or representative.
• Power of Attorney from the represented consumer (additional document for consumer representatives).
• Photocopy (as original) of financial transactions related to the problem.
• Photocopies (as original) of other supporting documents related to the problem being complained of

Consumers can submit a written complaint to Bank CCB Indonesia by filling in and signing the Complaint Form which is available at every Bank CCB Indonesia branch office, and/or sending the Complaint Form*) which has been filled in, signed and accompanied by supporting documents to the email address: pengaduankonsumen@idn.ccb.com

Written complaints submitted by consumers will be resolved by Bank CCB Indonesia within 10 (ten) working days and can be extended up to the next 10 (ten) working days if certain conditions arise. If Bank CCB Indonesia will extend the period for resolving complaints, Bank CCB Indonesia will inform the consumer first before the first 10 (ten) working days expire.

If the consumer is not satisfied with the resolution results submitted by Bank CCB Indonesia, the consumer can continue efforts to resolve the complaint through facilitation of good resolution through Bank Indonesia (BI) specifically for complaints related to payment system services; through the Financial Services Authority (OJK) or dispute resolution through court or outside court through Alternative Dispute Resolution Institutions in the Financial Services Sector.

*) Click the button below to download the Complaint Form
Formulir pengaduan