建行新西兰 New Zealand Home Page > Home 自定义专栏右边
Making a Complaint
Feedback and Complaints
At China Construction Bank (New Zealand) Limited (CCBNZL), we are committed to delivering high-quality banking services and treating every customer fairly. If something has gone wrong or we haven't met your expectations, please tell us. We treat all feedback and complaints seriously and see them as an opportunity to improve the quality of our service and products.
Our complaint handling process is free, confidential, and fully aligned with the Banking Ombudsman Scheme.
If you have any inquiries, we encourage you to first discuss it with your Customer Relationship Manager. If your inquiries have not been resolved and you want to make a complaint, you may contact us direct by email, phone, or in writing. You may choose to have a representative to support you during the complaint process. To enable us to engage with the representative you must give us authorisation to do so.
If you are the representative making a complaint on behalf of another person, we may require written authorisation from you before progressing to ensure that we can communicate appropriately and meet our privacy and confidentiality obligations.
How to Make a Complaint
You can lodge a complaint through whichever channel suits you best:
Call Us:
CCBNZL
+64 (9) 338 8200 (9am-5pm, Monday to Friday)
Freephone: 0800 2995533 option 5
Write to Us:
CCBNZL Complaints Department
PO Box 305
Shortland Street
Auckland 1140
Email: complaints@nz.ccb.com
Deliver Your Complaint:
China Construction Bank New Zealand Limited
Level 29, Vero Centre
48 Shortland Street
Auckland 1010
What Information to Include
To help us resolve your concern as quickly as possible, please provide:
1. Your full name and account/customer reference number.
2. A description of what happened and why you are unsatisfied.
3. How you would like us to put things right.
4. Any supporting documents or details.
5. Your preferred contact method and best time to reach you.
Accessibility & Vulnerability Support
If you require extra support communicating with us, need language translation, or are experiencing unforeseen financial hardship or vulnerability, please let us know. We will adapt our process to assist you.
Complaint Process
Our 3-Step Resolution Process
Step 1: Acknowledgment (Within 2 Business Days)
When we receive your complaint, we will record it and send you an acknowledgment within two (2) business days and the contact details of the person managing your complaint.
Step 2: Investigation & Updates
Our internal Complaints Team will independently review your case, gather relevant information, and aim to resolve the issue directly with you.
Simple Matters: We aim to resolve simple concerns within 5 business days.
Complex Matters: If we need more time to investigate, we will contact you by day 5 to explain why and give you a realistic revised timeline. We will keep you updated during the process.
Step 3: Final Outcome & Resolution
Once our investigation is complete, we will contact you with a clear explanation of our findings, our decision, and any actions that may result due to the outcome of the investigation.
When submitting the complaint please indicate whether you would like to receive a formal response. In most cases, feedback will be provided at the conclusion of the complaint handling process.
We also ask that you provide your preferred method of communication and timing, if different from the email address used to submit your complaint, so that we can contact you in the most appropriate way.
Independent External Review: Banking Ombudsman Scheme
If you are not satisfied with our final decision, or if we have been unable to resolve your complaint within two (2) months, you have the right to refer your complaint to the Banking Ombudsman Scheme.
The Banking Ombudsman Scheme can be contacted on:
Freephone: 0800 805 950
Website: https://www.bankomb.org.nz
Email: help@bankomb.org.nz
Postal Address: Banking Ombudsman Scheme
Freepost 218002
PO Box 25327
Wellington 6140
The Banking Ombudsman Scheme provides a free and independent service to assist customers in resolving complaints and disputes. Please note that the Banking Ombudsman Scheme will determine whether a complaint meets its eligibility requirements and falls within its jurisdiction. Further information about eligibility criteria and the complaint process is available on the Banking Ombudsman Scheme website. https://www.bankomb.org.nz
Code of Banking Practice & Governance
CCBNZ is a proud member of the New Zealand Bankers Association and abides by the Code of Banking Practice. All complaints are logged centrally and reported to our Executive Risk Committee and Board to ensure we fix root causes and continuously improve our standards of fairness. https://nzba.org.nz/banking-information/code-banking-practice/code-of-banking-practice/
