How to Lodge A Complaint
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: Compliance Department)
2nd Floor, Plaza OSK,
25, Jalan Ampang
50450 Kuala Lumpur
Customer Service Centre
Tel: +603-2059 5566
Email: callcenter@bankofchina.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 endeavor 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 Dato’ Onn, 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://telelink.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
Email: enquiry@ofs.org.my
Website: www.ofs.org.my
c) Credit Counselling and Debt Management Agency/Agensi Kaunselling dan Pengurusan Kredit (AKPK)
Address: Menara Bumiputra-commerce, Level 5, Jalan Raja Laut, 50350 Kuala Lumpur
Contact number: +603-2616 7766
Website: www.akpk.org.my
** Subject to the type of cases which the respective bodies may accept.
