Fair Dealing

Our Policy and Commitments

We are committed to treat our customers fairly based on the principles of integrity, ethics, professionalism, trust and mutual respect. To support this commitment, we have done the following:

• Breakthrough Service training for senior management, managers, front- liners and back office employees to equip our colleagues with the skills to transform customer pain points into opportunities and to create significant added value for the business; and
• integrity, trust, and respect are the most important elements of Fair Dealing, which are reflected in the development of our products and services.

UOBI ensures that Fair Dealing is embedded in our corporate culture by:

• offering products and services to fit our customer's needs;
• ensuring that our team is competent in providing appropriate advice and recommendations, providing clear, relevant and timely information to guide customers on making informed financial decisions; and
• handling customer complaints in an independent, effective and timely manner.

Reducing Negative Impact on Customers

In addition to customer data security, in order to protect the interests of customers, we ensure that each of our operations adheres to and complies with applicable laws and regulations, especially within the banking sector. Each of our products provides detailed and transparent information to customers, allowing them to know all the terms and conditions. All UOBI products and services have been fully evaluated and supervised by OJK. Overall, our way of reducing the negative impact on customers is through comprehensive risk management by early identification, measurement and mitigation of existing risks.

Throughout 2023, there were no UOBI products that violate terms and regulations, and no products were withdrawn from the market.

Effective Settlement of Customer Complaints

• customer service
• contact centre 14008
• email: UOBcare@uob.co.id
• Digital Bank TMRW
• social media (Instagram, Facebook)
• printed and online media
• contact centre regulator (OJK dan BI)