Complaint Handling Process
- Receipt of Complaint (Received by Account Manager, Customer Service Hotline/Complaint Hotline, Suggestion Box/Email/Letter)
- Complaint Acknowledgement (Complaint officer acknowledges receipt to the customer, informs them of the bank's handling arrangements and response timeframe)
- Complaint Investigation (The bank verifies the complaint details, investigates the cause of the incident, and formulates a resolution proposal)
- Response & Resolution (Complaint officer responds to the customer, including verification results, basis for the decision, remedial options, and works to resolve the issue)
Complaint Contact Information
Fuzhou Branch
Shenzhen Branch
Xiamen Branch
