Customer and General Public Complaint Handling Procedure
In order to give the best service to our Customer, Complaint Handling Officer on behalf of Bank of China (Hong kong) Limited Jakarta Branch will help our Customer to solve any problem regarding Bank's service.
A customer or his/her authorized representative can lodge a complaint via the following channels:
- Bank of China (Hong Kong) Limited Jakarta Branch (“Bank”) and its sub-branches throughout Indonesia
- Call Center Hotline : (+62)21-5209988
- E-mail : callcenter@bankofchina.co.id
- Customer Complaint Form (click here to download)
A final written response from the Bank will be addressed to the customer or his/her authorized representative within 10 working days since the complaint was received by the Bank. The Bank can extend the time frame of resolution by another 10 working days if the complaint falls into the following categories:
- It is considered as a complex case
- The receiver of complaint is different from where the complaint was taken place
- The financial transaction requires special document examination
- Involve a third party transaction conducted by the customer
If an extension of resolution is required, the Bank should notify the customer or his/her authorized representative within 10 working days since the complaint was received by the Bank.
If no agreement is found between the customer and the bank, the customer can submit the problem/dispute resolution through mediation by the Lembaga Alternatif Penyelesaian Sengketa (LAPS) Financial Service Sector. However, the requirements, processes and problem resolution will follow the provisions of the regulator.
In terms of handling the customer complaints, charge a fee from the customer by the Bank is forbidden.
Thank you for your kind attention
Best Regards,
Bank of China (Hong Kong) Jakarta Branch
