The following is the flow of the customer complaint service process at CSULfinance:
- Customers or representatives who have the authority to submit complaints to CSULfinance via official CSULfinance complaint media such as: email customer.care@csul.co.id, Customer Care 021-4000-0650, CSULfinance Offical WhatsApp 0812-4000-6650 or Branch Offices.
- CSULfinance accepts customer complaints & supporting documents through official complaint media.
- CSULfinance verifies supporting documents from customers
- CSULfinance requests additional documents from customers (if needed)
- CSULfinance confirms the complaint and provides the complaint ticket number as proof of receipt of the complaint.
- CSULfinance confirmed to the relevant team in efforts to handle complaints
- CSULfinance conveys the results of complaint resolution to customers within a maximum of 5 working days for verbal complaints and 20 working days for written complaints. In accordance with the Regulation of the Financial Services Authority of the Republic of Indonesia Number 18 /POJK.07/2018 concerning Consumer Complaint Services in the Financial Services Sector Note: Complaint resolution time can be extended to a maximum of 20 subsequent working days
- In the event that an agreement to resolve the complaint cannot be reached, the customer can make a settlement at LAPS or through the Court
- Make sure you submit your complaint through the official CSULfinance complaint media.
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