Contact Us
Bank of China (Malaysia) Berhad is dedicated in providing our customers a pleasant banking experience as customer satisfaction is our priority. Thus, customer feedback are valuable for us to continuously improve our standards, products and services with the aim to serve our customers better.
We would like to hear your banking experience with us, be it a general enquiry, compliment, feedback, or complaint. You may reach us via any of the following channels:
- Call our Customer Call Center at +603 2059 5566
- Write to us at:
(i) Email: callcenter@bankofchina.com.my
OR
(ii) Mail your letter to the following address:
Bank of China (Malaysia) Berhad (Attention to: Call Center)
2nd Floor, Plaza OSK,
25, Jalan Ampang,
50450 Kuala Lumpur,
Malaysia.
- Visit us at any Bank of China Malaysia Branches
How we handle your complaint?
1. Lodgement
You may lodge a complaint via the channels stated above. In order to assist and resolve your concern promptly, please provide us with the following information:
· Full Name / Company name
· NRIC / Passport no. / Business Registration Number
· Mobile / House / Office number
· Email address
· Mailing address
· Account Number (if available)
· Description of the complaint
· If the complaint is related to disputed transaction, please provide the Date and Amount of the disputed transaction
· You may enclose relevant document related to the complaint / dispute, if any
2. Acknowledgement
We will acknowledge receipt of your complaint within the next working day from the date of receipt of your complaint.
3. Investigation
We will address your concern and conduct thorough investigation in an equitable, objective and timely manner.
Note: 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 by us upon receipt of your complaint.
4. Resolution
We are committed to resolve your complaint and inform you on our decision no later than five (5) working days for Simple Case1 or no later than twenty (20) working days for Complex Case2, from the date of receipt of your complaint. If the complaint is unable to be addressed within the stipulated timeframe, you will be kept informed of the complaint status from time to time until the complaint is resolved.
Note:
1. Simple case refers to clear and straightforward issue.
2. Complex case takes more time and effort to resolve, depending on the nature and complexity of the case, such as when more parties’ information or documentation is required for further investigation.
What if you still not satisfied with our response?
We strive to resolve customer complaints in a manner that ensures your satisfaction is met. In the event you are not satisfied with the response given by us, please give us a chance to re-visit the matter and to address your concern. However, if you are still unsatisfied with our decision, you may pursue your complaint with the following external redress channels:
1. Bank Negara Malaysia (BNM)/BNMLINK
BNMLINK has been set up as a complaint resolution arm of BNM to handle general enquiries and complaints relating to Financial Service Providers regulated by BNM.
Mailing Address: BNMLINK Bank Negara Malaysia, P.O. Box 10922, 50929 Kuala Lumpur
Contact number: 1-300-88-5465 (1-300-88-LINK) (Overseas: +603-2174 1717)
Facsimile: +603-2174 1515
Web form: (eLINK): https://bnmlink.bnm.gov.my
Website: www.bnm.gov.my
BNM LINK (Laman Informasi Nasihat dan Khidmat) (by appointment only)
Bank Negara Malaysia
4th Floor, Podium Bangunan AICB
10 Jalan Dato’ Onn
50480 Kuala Lumpur
2. Financial Markets Ombudsman Service (FMOS)
FMOS is appointed by Bank Negara Malaysia (“BNM”) and Securities Commission Malaysia (“SC”) to provide independent dispute resolution service to financial consumers and investors, if you are not satisfied with the resolution provided by us.
Address: Level 14, Main Block Menara Takaful Malaysia, No 4, Jalan Sultan Sulaiman, 50000 Kuala Lumpur
Contact number: +603-2272 2811
Website: www.fmos.org.my
