In accordance with the rules and regulations of Indonesia Financial Conduct Authority (Otoritas Jasa Keuangan (OJK)), Bank Maybank Indonesia is required to inform the Customer Complaint Mechanism as the Bank's commitment to guarantee the Customer's right to submit complaints related with Bank products and services.
Customer can submit written complaints via letter, email, fax, or social media, verbally via Maybank Customer Care or visit Maybank Branch Office, by completing the complaint with proof of identity and supporting documents.
Customer/Customer’s Representative submit Complaints through:
In accordance with regulation of Indonesia Financial Conduct Authority (Otoritas Jasa Keuangan (OJK)), Customer who is dissatisfied with the resolution of their complaint with the Bank can also convey this to OJK via:
Submission of Complaint via official Letter to OJK accompanied by:
If the requested data/documents are not fulfilled by the Customer within no later than 20 working days from the date of notification, then the complaint is considered cancelled/resolved.
Customer and Public can also submit requests for information or complaints in relation to payment system activities, money services, money markets and foreign exchange markets to Bank Indonesia (BI) via:
If there is a dispute between the Customer and the Bank, then the Customer can submit a dispute resolution by mediation to the Institution of Alternative Dispute Resolution Financial Services Sector (LAPS-SJK)
Definition of Complaint Resolution Indicating Disputes
Short Terms and Conditions For Dispute Resolution Through LAPS-SJK
POJK Reference No. 61/POJK.07/2020 concerning Alternative Dispute Resolution Institutions in the Financial Services Sector
LAPS-SJK can be contacted through: