Complaint Service

Brief Procedure for Complaint Service

Brief Procedure for Complaint Service – PT U Finance Indonesia

Submitting a Complaint to PT U Finance Indonesia can only be made by Customer and / or Customer Representative who acts for and on behalf of the Customer. Customer can submit Complaints to PT U Finance Indonesia in the following ways:

1. Verbal Complaint

  • Customer can visit or contact the nearest Branch Office / Representative Office and submit a Complaint through the Customer Service Officer / Supervisor Operations / Deputy Branch Manager; or
  • Customer can contact Customer Complaint Unit with number (021) 5727643 on Monday until Friday (except national holiday) at working hours 08.30 – 12.00 dan 13.00 –17.30 to submit a complaint.
  • Verbal Complaints must be setlled within 5 working days after receipt of the Complaint by PT U Finance Indonesia.

If the Complaint requires further handling, the Officer who receives the Complaint may request the Customer to propose the Complaint in writing.

2. Written Complaint

Written Complaint can be conveyed through :

  • Email  : [email protected]   

               Note: used for Customer only who has credit facility with PT U FINANCE Indonesia.

               Minimum initial information as identity : Customer full name and contract no
  • Fax    : (021) 5731162 (UP : Customer Complaint Unit)
  • Mail   : Letter can be sent to the nearest Branch Office / Representative Office which addressed to Customer Service Officer / Supervisor Operations / Deputy Branch Manager or can be directly sent to :

        PT U Finance Indonesia

        Atria @ Sudirman Lt. 21

        Jalan Jenderal Sudirman Kav 33 A

        Jakarta 10220

        Telepon : (021) 5711109

        UP : Customer Complaint Unit

For every written complaint, Customer and / or Customer Representative is obliged to submit the documents as follows :

  1. Copy of Identity Card of Customer and/or Customer Representative;
  2. Special Power of Attorney (if represented);
  3. Financial transaction evidences related to Complaint with the type and date of financial transaction;
  4. The submitted problem in writing;
  5. Supporting Document(s) related to Complaint.

Note :

  1.  PT U Finance Indonesia may determine the required documents that must be completed by Customer and / or Customer Representative related to Customer Complaint and those documents must be completed within 20 (twenty) working days.
  2. In the event of certain circumstances, UFI may extend the period within 20 (twenty) working days. Certain circumstances are:

           a. The required documents are not in the Customer’s domicile; and/or

           b. There are other matters which are beyond the Customer’s control.