The Service and Settlement of Customer Complaints

Customer complaints can be made directly to the Bank by :

  1. Visit the nearest QNB Indonesia branch office and provide the following:

    -Fill in Customer Report’s Form.

    -Supporting documents related to the complaint.

    -Copy of Customer’s ID.

  2. Contact QNB Indonesia Contact Center during operational hours (7 days, 24 hours) at (+62 21) 300 55 300 or email contact.center@qnb.co.id. Customer must provide the following:

    -Customer’s account information.

    -Detail of the complaint.

    -Copy of Customer’s ID.

    -Supporting documents related to the complaint (if necessary), via email.

Bank are required to resolve verbal complaints within 5 (five) working days after the date of complaint received by the Bank.

Written complaints will be resolved within 20 (twenty) working days after the date of complaint received by the Bank and Customer completed the required documents. This process can be extended for maximum of 20 (twenty) working days if the Bank required. If Customer is not satisfied with the result of the settlement submitted by the Bank, he/she is able to continue to resolute through Banking mediation.

For complaints that are submitted through Customer Representative, must also attached:

  • Copy of Customer Representative’s ID.
  • Letter of Authorization, which required to state that Customer Representative as a person, institution or legal firm is given authority to act on behalf of Customer.
  • If the Customer Representative is an institution or legal firm, it should showcase a supporting document stating the authority.
  • Other documents required by the Bank.
Contact Center

+62 21 300 55 300

Operates 24 hours a day.

7 days a week.