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Complaints Handling and Resolution Process


Bank of China, Singapore Branch values your concerns and is committed to address your concerns satisfactorily. Your feedback is important to us and will help us to serve you and our customers better.

To help us improve, if you have an issue to raise or are dissatisfied with a particular service with our bank, you may reach out to us through the following channels:

  • For banking/investment/ insurance matters, please call our Customer Service Hotline: 1800 669 5566 or (65) 6779 5566 (overseas)
  • For credit card specific matters, please call our Card Centre Hotline: 1800 338 5335 or (65) 6338 5335 (overseas)
  • Alternatively, you may email us at
  • Or write to our address: Bank of China Building, 4 Battery Rd, Singapore 049908
  • Or visit our branch closest to you and speak to our bank staff

We will send you an acknowledgment within 2 business days of receipt. We will follow up and inform you of the outcome or status within 14 business days. Depending on the complexity, more time may be required for investigation in some instances. We appreciate your understanding on this.

If you feel we have not resolved your concerns satisfactorily or there is any misunderstanding, please contact us again for escalation and allow us to put things right to your satisfaction.

If despite our best effort, you remain not entirely satisfied with our resolution, you have the right to seek assistance from an independent and impartial third party, The Financial Industry Disputes Resolution Centre Ltd (FIDReC) whose services are available to all the individuals or sole-proprietors customers.

More information and contact details can be found at the FIDReC website:

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