Submitting Written Complaints - Retail Customers
- Customers can visit the nearest Bank Branch Office and submit their complaint through a service staff member or Relationship Manager, or
- Menu Sanggahan Transaksi on application DBS digibank, or
- Via email to DBSI Customer Centre di dbsicc@dbs.com, or
- Via letter to PT. Bank DBS Indonesia, DBS Bank Tower, Ciputra World 1 Jakarta Jl. Prof. Dr. Satrio Kav. 3-5, Karet Kuningan Setiabudi, Jakarta Selatan. Jakarta, 12940, Indonesia. Attention to DBSI Customer Centre
The Bank will resolve written complaints within 10 (ten) working days in accordance with Financial Services Authority (OJK) Regulation Number 22 of 2023 concerning Consumer and Community Protection in the Financial Services Sector, and may extend this period to another 10 (ten) working days if certain conditions are met. These conditions include communication difficulties between the Bank Branch Office receiving the complaint and the Bank Branch Office where the complaint arose, special research is required on the complaint documents, or other external factors. If an extension is required to resolve the complaint, the Bank will inform the customer before the settlement deadline expires.
The Bank will handle complaints in writing if the Customer has provided the following information and/or documents:
- Customer Identity – Customer's Full Name
- Complained transaction data, including the type and date of product and/or service use, card number, and/or account number;
- A chronology of the problem being complained about;
- Documents directly related to the complaint submitted.
If the Customer has not completed the documents, the Bank will inform the Customer and provide additional time for the Customer to submit the required documents within 10 working days.
