Had an issue with Bank of China? Get a real response.
How to submit a complaint with Bank of China
If your complaint about Bank of China is really about account issues, billing or fee disputes, and app problems, use the complaints policy, the hardship support page, and the in-person support path first and keep the written trail together.
- Start in the right place: Use the complaints policy, the hardship support page, and the in-person support path for Bank of China so the complaint lands with a team that can actually review it.
- Anchor the facts: Include account details, transaction references, statements, screenshots, and prior emails and explain what went wrong with the account, payment, fee, dispute, or lending issue.
- Name the complaint theme: Say if the issue is about account issues, billing or fee disputes, and app problems so it is routed properly.
- Ask for a concrete outcome: Spell out whether you want a reversal, correction, refund, account fix, or a clear written explanation.
- Keep it on one thread: Ask for a written reference or acknowledgement and keep all follow-up in the same complaint trail.
After Bank of China receives a complaint tied to account issues, billing or fee disputes, and app problems, expect a basic review first and a substantive response later.
- Acknowledgement: You should get a case number, email, or some written sign that Bank of China has logged the complaint.
- Review: The business will usually look at account details, transaction references, statements, screenshots, and prior emails and the part of the service tied to the complaint.
- Response: A useful answer should explain what Bank of China found and whether it will offer a reversal, correction, refund, account fix, or a clear written explanation.
- Push-back if needed: If the reply is vague or misses the key point, answer on the same thread and restate the unresolved issue in plain language.
Common complaints against Bank of China
The complaint themes most likely to matter for Bank of China are below. Use the one that best matches your issue.
- Account issues: A recurring friction point that is worth naming clearly in your complaint.
- Billing or fee disputes: Charges that look wrong, fees you did not expect, or corrections that drag.
- App problems: A recurring friction point that is worth naming clearly in your complaint.
- Slow support: Slow replies, handballs between teams, or support that misses the actual problem.
Bank of China complaints submitted through Ajust
Escalation is strongest when you keep the same written history and the same unresolved point in front of Bank of China.
- Escalate internally first: Ask Bank of China to move the complaint to a manager, specialist complaints team, or formal review path.
- Keep the same chronology: Do not restart from scratch. Re-send the timeline, evidence, and the outcome you still want.
- Move externally when the internal process stalls: If the business still does not deal with it properly, the practical next step is usually AFCA after the bank's internal dispute resolution process.
If Bank of China does not resolve a complaint about account issues, billing or fee disputes, and app problems, there is usually an external path beyond the business.
- Main external path: AFCA after the bank's internal dispute resolution process
- Why this route matters: ASIC may matter for broader conduct issues, but AFCA is usually the practical complaints route for consumers.
- Before you escalate: Keep your full Bank of China complaint trail together, including receipts, screenshots, emails, and any written responses.
If you want the complaint on record with Bank of China, these are the official contact points worth using first.
- Complaints policy: https://www.bankofchina.com/au/en/aboutus/ab6/202109/t20210930_20113527.html
- Hardship support: https://www.bankofchina.com/au/en/aboutus/ab6/201906/t20190628_15537787.html
- In-person support: 140 Sussex Street, Sydney NSW 2000
- Email: banking.au@bankofchina.com
- Phone: 1800 095 566
- Postal contact: Complaints Officer, Bank of China Ltd, Sydney Branch, 140 Sussex Street, Sydney NSW 2000
Bank of China Complaints FAQs
What is the best complaint route for Bank of China?
If you want the complaint on record, use the complaints policy, the hardship support page, and the in-person support path rather than a casual enquiry path. Keep the whole complaint in one written thread if you can.
What does the complaint process usually look like with Bank of China?
Most complaints follow the same pattern: logged, reviewed, answered. Keep the reference number and push back in writing if the outcome is weak.
What complaint issues come up most often for Bank of China?
The recurring themes are usually account issues, billing or fee disputes, and app problems. Naming the exact complaint theme early gives the issue a better chance of landing with the right team.
Where can I escalate a complaint about Bank of China externally?
Usually yes. The main external path is AFCA after the bank's internal dispute resolution process. Keep your internal complaint history together before you move it.
You’ve done your part, now it’s time to hold Bank of China accountable.
Take the final step and submit a complaint that gets seen and responded to.