Consumer Complaint Handling and Resolution Flow
PT MUFG Finance and Leasing Indonesia upholds transparency in every aspect of our services. In accordance with Financial Services Authority Regulation No. 22 of 2023 , we provide a formal procedure for consumers to submit concerns or complaints. This system is designed to ensure that any issues are resolved fairly, professionally, and accountably to protect your rights in the financial services sector.
Consumers convey aspirations or complaints through official company channels, either verbally (face to face/telephone) or in writing (letter/email).
A special officer (Person in Charge) receives and conducts an initial review of the information submitted by the consumer to ensure the correct handling path.
Every report received will be officially registered in the company's complaint database system for accountable monitoring and documentation processes.
The relevant team checks the completeness of the data and the validity of the supporting documents included by the consumer to facilitate the investigation process.
The company conducts data searches and coordination between internal divisions to obtain a comprehensive picture of the background of the reported problem.
Based on the facts and data that have been collected, the team will conduct an in-depth analysis to determine the best solution and follow-up actions in accordance with company policies and OJK regulations.
Transparent delivery of the final results of complaint handling to consumers, including official solutions or explanations for the problems submitted.