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Customer Complaints

Customer Complaints

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Customer Complaints

  • CUSTOMER CDD STANDARDS:

    Are you a customer who made an initial deposit of more than IDR 10,000,000 (ten million rupiah)?

    • The customer submits a complaint;
    • Administrator PT. Universe Synergy Futures will direct and assist customers via email and telephone to make complaints on the website https://pengdinding.bappebti.go. en/ ;
    • The customer fills in the complaint online on the website https://pengdinding.bappebti.go.id/ ("Complaint System Online Bappebti" or "SPOB");
    • The customer makes a complaint containing information in the form of customer data, data on the Futures Broker and/or reported party, chronology of the complaint, completes supporting documents in the form of proof of transfer of funds and a special power of attorney if the complaint is made by a proxy and uploads the complaint via SPOB;
    • After the complaint has been verified and approved by the Commodity Futures Trading Supervisory Agency (BAPPEBTI), the complaint settlement process has entered the stage of handling customer complaints through a deliberation process at the Futures Broker level;
    • The maximum period for handling customer complaints is 21 (twenty one) working days after BAPPEBTI gives approval for receiving customer complaints;
    • All reports on the results of handling customer complaints will be reported to BAPPEBTI.

  • SIMPLE CDD CUSTOMER:

    Are you a customer who makes an initial deposit of up to IDR 10,000,000 (ten million rupiah)?

    • Customers submit complaints via email Customer complaints () or customer complaints hotline at number 08001011888;
    • Customer will be contacted by Administrator PT. Universe Synergy Futures via email and telephone to direct settlement at the Futures Brokerage level;
    • Administrator PT. Universe Synergy Futures will send a customer Complaint Form to the customer's email to be filled in by the customer;/li>
    • The complaint resolution process is carried out by deliberation (meeting face to face or online via Zoom meetings, Google Meet, video calls, and/or telephone);
    • If the process of resolving complaints through deliberation cannot reach an agreement, then the next settlement process will be through the Commodity Futures Trading Arbitration Board.

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