We are committed to providing transparent and responsive service for every Simpan customer. If you experience any issues or wish to file a complaint, our team is here to support you through a clear and structured process.

How to Submit a Complaint

Customers may submit complaints either verbally or in writing, through the communication channels listed on this website.

For written complaints, customers will be asked to provide the following:

• A copy of a valid form of identification

• Any documents related to the transaction in question (if available)

• Other supporting documents (if required)

Complaint Acknowledgment

Once your complaint is received and registered in our system, you will receive a confirmation email that includes your complaint ticket number.

Complaint Resolution Timeline

PT Simpan Asset Management will process and respond to complaints within the following timeframes:

• Verbal complaints: Maximum of 5 working days

• Written complaints: Maximum of 20 working days

• Extensions (if required): Maximum of 20 working days

Complaint Status Tracking

You can monitor the progress of your complaint at any time via the registered email you provided during submission.

Confirmation of Resolution

Once your complaint has been successfully resolved, a confirmation of resolution will be sent to your registered email.