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Client Complaint Handling Procedure

COMPLAINT CHANNEL

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

 

COMPLAINT HANDLING PROCESS FLOW

  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.

 

CLIENT COMPLAINT REPORT

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