We care deeply about you.
Please let us know if you have any complaints or grievances with MNC Bank products or services.
Customer Complaint Handling Procedure
Customers can submit complaints through:
MNC Bank Call Center at 1500 188,
Email: customer_care@mncbank.co.id or
Visit the nearest MNC Bank branch office.
To submit a complaint, customers must prepare:
Identification (KTP/Passport)
Chronology of the problem
Supporting data/documents such as proof of transaction, objection form, and others.
MNC Bank, through its staff, will:
Receive the complaint
Provide the Complaint Number for reference
Provide a solution to the customer's problem
Provide information about extensions if the complaint takes more than 20 business days to handle.
Provide information that the complaint has been resolved satisfactorily.
We will resolve the complaint and grievances submitted. If a customer is dissatisfied with the outcome of the settlement, they can continue the mediation process to resolve the issue with the Bank through an Alternative Dispute Resolution Institution (LAPS).
An Alternative Dispute Resolution Institution (LAPS) is an institution that resolves disputes outside of court. Customers can file a complaint with the LAPS, which will then follow up with the Bank. Customers can submit dispute resolution requests through walk-ins and correspondence (including email).
The criteria for complaints that can be submitted through LAPS are:
The complaint has been resolved by the Bank but has been rejected by the customer, or the costumer has not received a response to the complaint as stipulated in the Financial Services Authority Regulation concerning consumer complaint services in the financial services sector;
The dispute submitted is not a dispute that is currently in process or has been decided by a court, arbitration, or other alternative dispute resolution institution; and
The dispute is civil in nature.
