Alternative Institutions for Dispute Settlement in the Financial Services Sector (LAPS SJK) and Their Role in Banking Disputes

Ayup Suran Ningsih

doi:10.25041/fiatjustisia.v17no3.2967

DOI:

https://doi.org/10.25041/fiatjustisia.v17no3.2967

Abstract

This article examines the emergence of disputes between banks and customers, which arise when a customer submits an issue to the bank mediation organizer after failing to resolve it through the bank's complaint process. Given the inherent legal relationship between banks and customers, such disputes are common and can be resolved through litigation or non-litigation channels. Mediation, facilitated by the Alternative Institutions for Dispute Settlement in the Financial Services Sector (Lembaga Alternatif Penyelesaian Sengketa Sektor Jasa Keuangan, or LAPS SJK), is one of the most effective methods for resolving these conflicts. The article explores strategies to optimize mediation's role, highlighting its confidentiality and focus on win-win solutions, which ultimately foster a more comfortable environment for all parties and help maintain consumer confidence in the financial services sector.

Keywords:

Bank, Customer, Dispute, Mediation

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