How to Lodge A Complaint
(20170523)

We appreciate and value your feedback on your experience with our products/ services. Your feedback will allow us to improve our banking products/ services to serve you better.

1. You may lodge complaints through the following channels:

Bank of China (Malaysia) Berhad (Attention to: Risk Management Department)
2nd Floor, Plaza OSK
25, Jalan Ampang
50450 Kuala Lumpur

Customer Service Center
Tel: 603 - 2059 5566
Fax: 603 - 2161 5150

E-mail
service.my@bankofchina.com

Website
www.bochk.com.my

2. You may be asked to provide further information or clarification from time to time and to cooperate in any investigation or any process carried out upon receipt of your complaints via any of the above channels.

3. We will acknowledge receipt of your complaint within 3 working days and will endeavour to resolve it as soon as possible. 

4. In the event you are still not satisfied with the response from the Bank, you may seek review with the following redress channels**:

a) Central Bank of Malaysia/ Bank Negara Malaysia (BNM)
Address:  Bank Negara Malaysia
     Jalan Kuching,
     50480 Kuala Lumpur.
Contact number: 1-300-88-5465 (1-300-88-LINK) (Overseas: +603-2174 1717)
Facsimile: +603-2174 1515
E-mail: bnmtelelink@bnm.gov.my
Website: www.bnm.gov.my

b) Ombudsman for Financial Services/ Ombudsman Perkhidmatan Kewangan
Address:  Level 14, Main Block Menara Takaful Malaysia,
     No. 4, Jalan Sultan Sulaiman, 50000 Kuala Lumpur.
Contact number  : +603-2272 2811
Facsimile: +603-2272 1577
E-mail: enquiry@ofs.org.my
Website: www.ofs.org.my

c) Credit Counselling and Debt Management Agency/ Agensi Kaunselling dan Pengurusan Kredit  (AKPK)
Address:  Level 8, Maju Junction Mall,
     Jalan Sultan Ismail, 50250 Kuala Lumpur.
Contact number : 1-800-88-2575 (1-800-88-AKPK)
Facsimile: +603-2616 7601
Website: www.akpk.org.my

**Subject to the type of cases which the respective bodies may accept.