PENYELESAIAN SENGKETA LEMBAGA PEMBIAYAAN YANG DI TANGANI BADAN PENYELESAIAN SENGKETA KONSUMEN KOTA SURABAYA

The high number of disputes in financial institutions, especially in the leasing sector in the city of Surabaya, makes consumers choose non-litigation dispute resolution outside of court because it is considered simpler. One of the government institutions that handles disputes like this is the Consumer Dispute Resolution Agency (BPSK). This research aims to find out the role and obstacles of the Surabaya City Consumer Dispute Resolution Agency in handling financial institution disputes, especially in the field of leasing. The method used in this research is empirical legal research which is generally called field research where researchers carry out observations and interviews at the research location. From the results of this research, it can be concluded that BPSK Surabaya City handles leasing disputes at the highest rate compared to other consumer disputes. Of the many leasing disputes, the disputing parties chose to settle by arbitration and mediation. This data was obtained from BPSK in the 2020-2021 period. There are two examples of cases handled by BPSK, both successful and unsuccessful, namely the customer leasing dispute of PT. Oto Finance with Ms. Sugianti. In this dispute BPSK was successful in handling it. Meanwhile, in the dispute between PT. Astra Sedaya Finance (ACC) & Mr. Ferry Sayogyo BPSK was unsuccessful in handling it. That BPSK Surabaya City takes part in handling consumer disputes with the instrument of Law number 8 of 1999 concerning Consumer Protection in the city of Surabaya.