Layanan Pengaduan

Based on applicable laws and regulations, as a Customer, you can file a complaint or complaint regarding your experience when using the website or application of PT Bank Ina Perdana Tbk.

 

Bank INA provides several ways to make a complaint, namely as follows:

1. Verbally:
   • Customers can visit the nearest Bank INA branch office; or
   • Customers can contact Call INA at 1500738 or (021) 30500738. Our Contact Center serves you 24/7.
2. In writing:
   • Customers can send an email to the email address [email protected];
   • Customers can contact via Whatsapp Bank INA at +62 855 1500 738;
   • Customers can submit complaints through the Bank INA website (https://bankina.co.id) and the Bina Digital website (https://binadigital.id); or-
   • Customers can submit complaints by letter to the following address:
     • PT Bank Ina Perdana Tbk
       Ariobimo Sentral Building, Mezzanine Floor
       H.R. Rasuna Said St. Blok X-2 Kav. 5, South Jakarta 12950

 

 

Customer Complaint Service and Resolution Procedure

 

Complaints submitted by Customers verbally will be resolved within 5 (five) working days. In the event that complaints submitted verbally require additional documents, Bank INA has the right to ask Customers to submit the required documents and the complaint is changed to a written complaint.

Complaints submitted by Customers in writing will be resolved within 10 (ten) working days from the date the complete complaint documents are received by the Bank. If there are several special conditions that can cause the Customer's complaint to be extended, the Bank will notify the Customer in writing when the first 10 (ten) working days end.

Special conditions that may cause a Customer's complaint to be extended include:

1. The Bank INA office that receives the complaint is not the same as the Bank INA office where the problem being complained about occurred and there are communication problems between the two Bank INA offices;
2. The complaint submitted by the Consumer requires special research into Bank INA documents; and/or
3. There are other matters beyond Bank INA's control.

 

Complaint resolution outside the time period mentioned above may be carried out by Bank INA if:

1. Complaint resolution requires follow-up by another party; and
2. The follow-up carried out by the other party affects the time period for complaint resolution by Bank INA.

 

Consumers can also submit complaints through the Alternative Dispute Resolution Institution (LAPS SJK) in accordance with the Financial Services Authority (OJK) Regulation Number 61/POJK.07/2020 concerning the Alternative Dispute Resolution Institution for the Financial Services Sector (LAPS SJK) with the following conditions:

• Complaints are first resolved through the IDR (Internal Dispute Resolution) mechanism, namely deliberation for consensus/direct negotiation between the Consumer and the PUJK; and
• The dispute is not being examined and/or has not been decided by another (authorized) agency.
• The dispute is of a civil nature.

 

In addition to the above conditions, LAPS SJK can handle other disputes that have received approval from the OJK.

LAPS SJK must at least provide Mediation and Arbitration services and must meet the principles of independence, fairness, effectiveness and efficiency, and be easily accessible.

 

Address: Menara Karya Building, 25th floor, Unit G-H, Jl. H.R. Rasuna Said Block X-5 Kav. 1-2 Jakarta 12950

Tel. No.: 021-2527700

Email: [email protected]

Website: https://lapssjk.id/