I.Customer Complaint Channels
Mailing Address: No. 1 Fuxingmen Nei Dajie, Xicheng District, Beijing
Customer Service Hotline: Call the customer service hotline at 95566 and say "complaint" or use the traditional menu—press 3 (bank services)—press 0 (manual service).
Call the credit card customer service hotline at 4006695566—press 8 (complaints and suggestions).
Website: Visit the Bank of China portal website (https://www.boc.cn/) and go to the homepage—online customer service (top right corner)—submit an online complaint.
Mobile App: Open the Bank of China Mobile Banking App— customer service (top right corner)—the button at the bottom of the screen—submit an online complaint.
WeChat Bank: Access the Bank of China WeChat Bank official account—WeChat service—online customer service—submit an online complaint.
Email: Send an email to yxtssl_hq@bank-of-china.com. The email shall include a contact phone number, the complaint, and the name of the institution being complained about.
Outlet: Raise the issue with the lobby manager or responsible person of the outlet, or leave a message in the visitors’ book.
II. Customer Complaint Handling Process
The overall complaint handling process shall not exceed 15 natural days. If the process has been delayed due to the need for appraisal, test, or assessment by external institutions, or due to internal processes such as system inquiries or business adjustments, the Bank will provide an interim update on the progress within 15 natural days from the date of complaint acceptance, and notify the consumer of the resolution deadline, which shall not exceed 60 natural days.
If you disagree with the Bank's complaint resolution, you may submit a written request for review to the superior authority of the complaint handling unit within 30 days from the date of receiving the decision. The review authority will make a decision and inform you of the outcome within 30 days from receiving the review request.
You may also contact the complaint handling institution for the contact information of local financial consumer dispute mediation organizations and apply for mediation, or seek resolution through arbitration or legal proceedings.
