Customer Complaint Service
If you have any complaints, questions, or reports related to our products and services, please submit them through the available complaint channels.
Means of Submitting Complaints
How to Submit a
Complaint Verbally
Care Center
14032
How to Submit a
Written Complaint
Customer Complaint Handling Process
Guidelines for the Stages of Handling Customer Complaints from Start to Finish
1
Submission of Complaint
The customer submits a complaint through the provided channels.
2
Data Verification
Mandiri Sekuritas receives and verifies customer data and complaint information.
3
Complaint Recording
Mandiri Sekuritas receives and/or administers the results of identifying the customer’s complaint in the customer complaint form.
4
Complaint Resolution
Mandiri Sekuritas follows up and resolves the complaint in accordance with the Service Level Agreement (SLA) and applicable procedures.
Supporting Documents
Mandiri Sekuritas will handle complaints in writing, provided that the customer has completed the following documents:
- Client ID
- Transaction details, including:
- Type of product and/or service
- Securities account code
- Transaction date
- Transaction amount
- Brief description of the complaint
- Other supporting documents related to the reported issue
Mandiri Sekuritas May Reject a Customer Complaint If:
The customer does not complete the required documents within the stipulated deadline.
-
- The complaint has previously been resolved by Mandiri Sekuritas in accordance with applicable regulatory requirements.
- The complaint is related to losses and/or potential immaterial losses, or is already stated in the agreement / Securities Account Opening Form (FPRE) or other product and/or service utilization documents;
- The complaint is not related to the use of products and/or services issued by Mandiri Sekuritas; and/or
- The complaint is currently being processed or has been decided by a civil court.
If no agreement is reached in resolving the complaint, the customer may pursue resolution through:
Alternative Dispute Resolution Institution (LAPS SJK)
Menara Karya, 25th Floor, Unit G–H
Jl. HR Rasuna Said Block X-5, Kav. 1–2, Jakarta
Telephone: (021) 2527700
