How do I make a complaint?

How do I make a complaint?

Effective from
July 24, 2023

Our goal is to provide customers with a service that’s fair, transparent, and satisfactory.

We will uphold this commitment in all of our communication with you, and in all our business activities as per our Terms and Conditions. If this is not the case, we commit to rectify the situation as fit.

The Company commits to collaborate with all the relevant law enforcement and/or government authorities.

Not satisfied with the support received? Escalate your concerns as a formal complaint.

We are sorry that we have not met your expectations. We take all complaints seriously and we are committed to solving customer complaints. This gives us an opportunity to review and improve our product and services.

To submit a complaint, send an email to Please include the following details:

  • Your full name
  • Your business name
  • The phone number linked to your Aspire Business Account
  • The email address linked to your Aspire Business Account
  • The date when the issue(s) happened
  • Details of your complaint(s) and the expected resolution for your complaint(s)

Please ensure to include the full details of your complaint(s). Complaint(s) will be investigated based on the exact scope of your complaint. Any further questions will be considered as a new complaint.

After submitting your complaint, we will:

  • Acknowledge your complaint within 1 business day
  • Ask you for more information if applicable
  • Investigate your complaint
  • Provide you with our final response

We will provide you with a final response within 30 days following the day that we received your complaint. We will keep you updated during the investigation process. In exceptional circumstances where we take longer than 30 business days, we will notify you of this and provide the reasons for the delay in addition to when we expect to resolve your complaint.

Our final response concludes the outcome of your complaint and the actions we have taken. We may offer you compensation or goodwill gestures when appropriate.

What if I am not happy with the response?

If you are not happy with our final response, you can make a complaint to Bank Indonesia via this page if you are unhappy with our final response within 60 days of us sending the response.