Resolving a Complaint or Problem:

Our goal is to provide you with the highest levels of quality service and support at all times. But if you do have a complaint or a problem with our products or services, please let us know as soon as you can so that we can help you and try to resolve your complaint or problem. Your feedback also helps us continue to improve our products and services. We are committed to helping you as quickly and fairly as possible. Our complaints procedure is available as follows:

• Firstly, you may directly contact the staff member who provided you with the product or service; or
• You may visit our Auckland offices at Level 17, Tower 1, 205 Queen Street, Auckland, New Zealand, alternatively you may call us on 09 980 9000.
• If the problem is not resolved to your satisfaction, you may:
• Contact our Chief Compliance Officer 09 980 9022; or
• Fill in the Customer Feedback Form available at our Auckland offices.
• Our Chief Compliance Officer will then work with you to resolve the matter.

We have a well-established effective escalation process, meaning we will work with you to address your concern as quickly as possible, whilst still providing you options to take the matter further if you are unhappy with the outcome.

Banking Ombudsman Dispute Resolution Scheme:

BOCNZ is a member of the Banking Ombudsman Dispute Resolution Scheme, which is a free independent dispute resolution under the Financial Service Providers (Registration and Dispute Resolution) Act 2008. If you are not satisfied with the resolution suggested by our Chief Compliance Officer, you can request a free review from the Office of the Banking Ombudsman. You can find out more about the Banking Ombudsman by picking up a copy of the Banking Ombudsman brochure at our offices or online at www.bankomb.org.nz.. If you need to contact the Banking Ombudsman, here are their details:

Postal address: Freepost 218002, PO Box 25327, Featherston Street, Wellington 6146

Physical address: Level 5, Huddart Parker Building, 1 Post Office Square, Wellington, 6011

Telephone: 0800 805 950 or (04) 915 0400

Email: help@bankomb.org.nz

How to Contact Bank of China (New Zealand) Limited?

We are located at Level 17, Tower 1, 205 Queen Street, Auckland, New Zealand

Telephone: 09 980 9000 or 0800 695 566

Email: service.nz@bankofchina.com