Penyelesaian Sengketa Perbankan Melalui Lembaga Alternatif Penyelesaian Sengketa Sektor Jasa Keuangan Pasca UU Nomor 4 Tahun 2023 Tentang Pengembangan dan Penguatan Sektor Keuangan dalam Perspektif Perlindungan Nasabah: Banking Dispute Resolution Through the Alternative Dispute Resolution Institution for the Financial Services Sector Following Law No. 4 of 2023 on the Development and Strengthening of the Financial Sector: A Customer Protection Perspective

Dewi Asmawardhani (Universitas 45 Mataram)
Titin Titawati (Universitas 45 Matarm)
Gede Tusan Ardika (Universitas Mahasaraswati Denpasar)

Ganec Swara
Vol. 20 No. 3 (2026): September 2026

Law Number 4 of 2023 concerning the Development and Strengthening of the Financial Sector (P2SK) has shifted the paradigm of banking dispute resolution from voluntary to mandatory through the Financial Services Sector Alternative Dispute Resolution Institution (LAPS SJK)—an independent, integrated institution for out-of-court dispute resolution officially recognized by the Financial Services Authority (OJK). This study employs a normative juridical method to analyze the issues at hand. The findings indicate that, although LAPS SJK decisions are final and binding under OJK Regulation Number 61/2020, they lack executory force. Therefore, to mitigate structural imbalances and ensure compliance with mandatory LAPS SJK decisions or arbitration awards, strict administrative sanctions from the OJK are required for banks that disregard dispute resolution outcomes. Furthermore, to balance the customer's bargaining position and ensure that resolutions truly reflect genuine fairness, an execution model involving a court order is necessary to uphold legal certainty while prioritizing principles of simplicity, speed, and low cost.