Client Complaint Handling Procedure


Complaint submission to PT Schroder Investment Management Indonesia ("the Company") can be done during working days at 08.30 -17.30 West Indonesia Time through the following channels:

PT Schroder Investment Management Indonesia
Gedung Bursa Efek Indonesia, Tower 1, Lantai 30
Jl. Jend. Sudirman Kav.52-53
Jakarta 12190



  1.  Receiving Complaint
    • The Company receives and records complaint from client.
    • Upon verifying complaint, the company provides a receipt confirmation of the complaint.
    • If there is an incomplete supporting documents related to the complaint, the Company may request client to fulfil it within 20 working days and under a certain condition, it can be extended for another 20 working days.
  2. Handling Complaint
    • The Company conducts internal review and analysis of the complaint.
    • The Company follows up and resolves the complaint no later than 20 working days after the documents related to the complaint are fully received. Within a certain condition, it can be extended to a maximum of 20 working days. Extension of time must be informed to client in written.
  3. Responding to Complaint
    • The Company provides complaint responses either in the form of explanations or offers of solutions to client.



Please click on the links below to see the client compliant report.