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:



          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,

  • 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 (Please enclose relevant supporting document, if any)


2. Acknowledgement

We will acknowledge receipt of your complaint within one (1) working day.


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 within fourteen (14) calendar days from the date of receipt of your complaint. If a complaint requires complex investigation or extensive research, you will be notified with extended timeframe. You will be kept informed of the complaint status from time to time until the complaint is resolved.


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 within six (6) months from the date of our final decision and resolution:


1. Central Bank of Malaysia/Bank Negara Malaysia (BNM)/BNMLINK

BNMLINK has been set up as a complaint resolution arm of BNM. You may contact BNMLINK for redress of your complaint if you are not satisfied with our final decision.

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):

BNM LINK (Laman Informasi Nasihat dan Khidmat)
Bank Negara Malaysia
4th Floor, Podium Bangunan AICB
10 Jalan Dato’ Onn
50480 Kuala Lumpur


2. Ombudsman for Financial Services/Ombudsman Perkhidmatan Kewangan (OFS)

OFS is an alternative complaint/dispute resolution body to review financial claims or disputes 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
Facsimile: +603-2272 1577


3. Credit Counselling and Debt Management Agency/Agensi Kaunseling dan Pengurusan Kredit (AKPK)

AKPK offers assistance to individuals and Small and Medium Scale Enterprises (SMEs) for complaints relating to restructuring of loans.

Address: Level 5, Menara Aras Raya, Jalan Raja Laut, 50350 Kuala Lumpur
Contact number: +603-2616 7766


4. Securities Industry Dispute Resolution Center (SIDREC)

SIDREC is an independent body approved by Securities Commission Malaysia (“SC”) to handle disputes related to capital market products and services.

Address: Unit A-9-1, Level 9, Tower A, Menara UOA Bangsar, No. 5, Jalan Bangsar Utama 1, 59000 Kuala Lumpur
Contact number: +603-2282 2280
Facsimile: +603-2282 3855
Website :