At Bank of China (UK) Limited, we value every customer and are dedicated to delivering high quality financial products and services that meet your needs and expectations.
To further enhance your experience with us, we have introduced this Complaint Handling Guide, effective from September 2025. The Guide is designed to help you understand how to raise a complaint, what you can expect in terms of our response times, and the next steps available if you are not fully satisfied with the outcome.
By sharing this Guide, we aim to provide greater transparency, strengthen your confidence in how we handle complaints, and make it easier for you to receive a fair and timely resolution.
I. How to make a Complaint?
1. In person – visit your local branch and discuss the matter with a member of staff or the branch manager.
2. In writing – address your letter to your branch manager, including your full name, bank account number and a full explanation of the circumstances of your complaint.
3. By telephone – call your branch and speak to a member of staff or the branch manager. Alternatively, you can call our 24-hour customer service hotline on 0800 38 95566 (UK) / +44 20 7282 8926 (Overseas).
4. By email – using the email address for your account opening branch or service.uk@bankofchina.com.
For detailed contact information of our branches, please refer to the “Branches” page on this website.
II. When can you expect a response?
We aim to resolve your complaint as soon as you get in touch with us. However, where we need to look into your complaint in more detail we'll send you an initial response within 5 working days. This will explain:
- When you can expect to hear from us again
- How your complaint will be dealt with
We always aim to respond to your complaints as soon as possible. However, depending on the type of query, this can take up to eight (8) weeks (56 days). On occasion if we are unable to respond within eight (8) weeks, we will send you a letter advising why we have not completed our investigations and when we expect to provide a resolution.
For a payment service complaint: Responses may take up to 15 Business days (or 35 Business days if there are exceptional circumstances). Typically, this will be payments made or received from your Current Account, Credit Card or Savings Account.
III. If together, we cannot find a solution
We hope that we will be able to resolve your complaint, but if you remain dissatisfied, or we have not sent you a Final Response Letter, you have the right to refer your complaint to the Financial Ombudsman Service (FOS), who will independently look into your complaint for free.
If you want the FOS to look into your complaint, you must contact them within six (6) months of the date of our Final Response letter. If longer than six (6) months has passed since our final response letter, the FOS will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. This includes where the FOS believes that the delay was the result of exceptional circumstances. The FOS contact details are found below:
Telephone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
We are committed to resolving your complaints and hope that together we can reach a satisfactory conclusion.
We are committed to providing you with the best possible service. If you need this document in an alternative format, such as large print, please contact our staff for assistance. Additionally, if you have any specific communication preferences or vulnerabilities you would like to share with us, please let us know. We will do our best to accommodate your requirements.
We may monitor and/or record your telephone calls, e-messages, emails and other online communications with us for training and monitoring purposes.
Bank of China (UK) Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register number: 467410)
