---
title: "Complain about an Indonesian bank, lender or insurer to OJK"
canonical: https://panduanwarga.org/en/guides/complain-about-financial-service-ojk/
language: en
category: "Everyday money"
reviewed: 2026-09-23
modified: 2026-09-23
publisher: "Panduan Warga (independent; not a government website)"
reviewed-by: "Kaiser Khan (https://panduanwarga.org/en/about/kaiser-khan/)"
---

# Complain about an Indonesian bank, lender or insurer to OJK

**How do I complain to OJK about a bank, lender or insurer?**

For a financial-product complaint, first report the problem to the bank, lender or insurer and keep the case number. If unresolved or there is suspected misconduct, use OJK’s APPK or Contact 157. An unresolved dispute may have a LAPS SJK route. For a recent scam transfer, contact the bank and IASC urgently instead of waiting for a routine complaint.

## What you need to complain to OJK

- Short timeline, transaction dates, product, first complaint reference and the provider’s response.
- Relevant evidence submitted only through verified channels, with unnecessary personal data withheld.

## How to complain to OJK

1. **Complain to the provider.** Use the bank or firm’s official complaint channel and request a case number and response timeframe.
2. **Prepare the record.** Put events in date order and collect the agreement, transactions and written reply.
3. **Use APPK or Contact 157.** Open kontak157.ojk.go.id or OJK’s Contact 157 if the issue remains unresolved and follow its document instructions.
4. **Review dispute options.** If still unresolved, inspect LAPS SJK eligibility and procedure; a complaint does not automatically suspend a debt.

## How much it costs to complain to OJK

OJK’s official consumer channels do not require a paid intermediary. Dispute-process conditions and any charges depend on LAPS SJK rules; check them before applying.

## Service complaint or transaction scam?

Fee mistakes, collection conduct and policy problems usually start with the financial firm’s complaint process. OJK offers APPK and Contact 157 for consumer protection.

A fraudulent transfer needs immediate action through the bank and IASC. APPK is not a substitute for an urgent transaction report.

## What to expect

A reference number and written records help track the case. LAPS SJK may resolve disputes when the firm-level process is insufficient, subject to its rules.

OJK cannot promise recovery of all money. Avoid anyone asking for an upfront recovery fee, PIN or OTP.

## Things to check carefully

- Do not delay reporting a fresh scam transfer while pursuing APPK.
- Keep evidence but never publish PINs, OTPs or full account details.

## Frequently asked questions

### Are APPK and IASC the same?

No. APPK handles financial-consumer complaints; IASC is for financial-transaction scam reports.

### What if the firm does not resolve the dispute?

Check APPK or Contact 157 and, if eligible, the LAPS SJK dispute route.

## Official sources

1. [OJK: akses cepat layanan dan APPK](https://ojk.go.id/id/berita-dan-kegiatan/publikasi/Pages/Akses-Cepat-Layanan-dan-Informasi.aspx) (accessed 2026-09-23)
2. [OJK: mekanisme keluhan dan LAPS SJK](https://ojk.go.id/id/berita-dan-kegiatan/siaran-pers/Pages/-OJK-Perintahkan-LJK-Kedepankan-Prinsip-Prinsip-Perlindungan-Konsumen.aspx) (accessed 2026-09-23)
3. [OJK: kanal pengaduan 2026](https://ojk.go.id/id/berita-dan-kegiatan/siaran-pers/Pages/OJK-Panggil-Solusiku-Terkait-Dugaan-Pelanggaran-Proses-Penagihan.aspx) (accessed 2026-09-23)

## Related guides

- [Report financial transaction fraud to IASC OJK](https://panduanwarga.org/en/guides/report-financial-fraud-iasc/)
- [Investment scams in Indonesia: warning signs, checking legality and reporting](https://panduanwarga.org/en/guides/investment-scams/)
- [Check your Indonesian OJK iDeb SLIK credit record free](https://panduanwarga.org/en/guides/check-ojk-ideb-credit-record/)

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Source: Panduan Warga, https://panduanwarga.org/en/guides/complain-about-financial-service-ojk/ (reviewed 2026-09-23). General information, not legal or financial advice; current agency rules take precedence.