Customer Feedback

We are committed to providing you with excellent customer service. If we do not meet your expectations in any way, let us know right away so we have an opportunity to address your concerns as quickly and fairly as possible. If you are not happy with any part of our service or products, you can let us know by contacting us in the following ways:

 

In Person

Visit the branch and speak to a Customer Service Representative or any other member of staff.

 

Over the Phone

Phone your branch and speak to a member of staff or contact our team at 1-212-935-3101.

 

In Writing

Write to your branch, or to our Customer Complaints team at:

Bank of China, Customer Complaints

1045 Avenue of the Americas

New York, NY 10018, U.S.A.

 

Via Email to [email protected]

 

We aim to settle consumer complaint matters as quickly and as fairly as possible. In accordance with our consumer complaint management policy, we will attempt to provide you with a substantive response within 15 calendar days of receipt of your complaint, or as otherwise required by applicable law and regulation. For more complicated matters that require a greater amount of time for response, we will acknowledge your complaint within 15 calendar days and inform you of a reasonable time to provide a substantive response, usually within 60 calendar days, or as otherwise required by applicable law and regulation.

 

As part of the investigation we may need to contact you to discuss the issue. We will stay in contact with you until the matter has been resolved. When we have finished our investigation, we will write to you explaining the outcome.