Contact Us

Contact Universal care at 021-2221-3993

Visiting the Universal BPR Bank office network during office hours

Visit the nearest BPR Universal branch office for fast and professional service.

For any inquiries or complaints, please contact us via email at customercare@universalbpr.co.id

Fill out the complaint form at the following link

Contact our official WhatsApp at 021-2221-3993 for a prompt response

Send an official letter to the Bank's Head Office at the following address: Head Office of PT BPR Universal Emerald Avenue I, No. 16-17, Jl. Boulevard Bintaro Jaya, Bintaro Jaya, South Tangerang.

Follow and message us on social media:

• Instagram: @ universalbpr

• Facebook: Bank Universal BPR

• Tik Tok: @universalbpr

Verbal

• Bank Universal BPR will follow up and resolve complaints verbally within a maximum of 5 (five) business days from the date the complaint is received.

• If Bank Universal BPR requires supporting documents for the complaint submitted verbally by the Consumer and/or Consumer Representative, Bank Universal BPR will ask the Consumer and/or Consumer Representative to submit the complaint in writing, attaching the necessary supporting documents.

• Bank Universal BPR will verify the complaint to ensure the accuracy of information regarding the Consumer and/or Consumer Representative.

• Bank Universal BPR will examine the completeness of the documents submitted by the Consumer and/or Consumer Representative.

Written

• Written complaints will be resolved no later than 10 (ten) business days after the documents directly related to the complaint are received by Bank Universal BPR. If certain conditions apply, the resolution period may be extended for a maximum of 10 (ten) additional business days.

• Bank Universal BPR may resolve complaints outside of this time frame due to:

• The branch office that received the complaint is not the same as the branch office where the reported problem occurred, and there are communication issues between the two branch offices;

• The complaint submitted by the consumer and/or consumer representative requires special investigation of bank documents; and/or

• There are other matters beyond the Bank's control, such as the involvement of third parties outside the Bank in financial transactions carried out by the Consumer.

• Extensions to the complaint resolution period under certain conditions will be notified in writing to the Consumer and/or Consumer Representative who submitted the complaint before the period expires.

1

Complaints may be submitted by customers through the official channels provided by Universal BPR.

2

Bank officers will verify the accuracy of the customer's data.

3

Bank officers will receive and record the complaint submitted by the customer.

4

The customer will receive a registration number for the submitted complaint.

5

The Bank will follow up and resolve the customer’s complaint within the designated timeframe, in accordance with the complaint submission method.

6

The Bank will contact the customer to communicate the outcome of the complaint resolution.

If the customer agrees with the resolution, the complaint shall be deemed resolved. If the customer does not agree, they may submit the dispute to the Banking Mediation function facilitated by the Financial Services Authority (OJK) or the Indonesian Banking Alternative Dispute Resolution Institution (LAPSPI).

Without Face-to-Face Interaction

Face - to - Face

Customer

1. Customer Identification (ID Card/Passport)

2. Customers Saving Book

3. Documents directly related to the reported issue (if any)

1. Must be submitted by the respective customer;

2. Respond to verification questions regarding personal data and account details as requested by the Bank.

1. Customer Identification (ID Card/Passport);

2. Customer Savings Book; and

3. Documents directly related to the reported issue (if any).

Not Permitted

1. Customer Representative’s Identification

2. Letter of Authorization (if represented)

3. Identification of the Authorizing Customer (if represented) and ;

4. Supporting documents relevant to the reported issue (if available)

Not Permitted

1. Customer Representative’s Identification;

2. Letter of Authorization (if represented)

3. Identification of the Authorizing Customer (if represented) and ;

4. Supporting documents relevant to the reported issue (if available)