Customers have several options for reporting their concerns

1. Through China Bank Customer Service
   
   24/7 Customer Contact Center Hotline:
    (+632) 888-55-888
    Domestic Toll-Free (PLDT): 1-800-1888-5888
   International Toll-Free:
       HONGKONG 001 800-1-888-5888
       ITALY 00 800-1-888-5888
       SINGAPORE 001 800-1-888-5888
       USA 011 800-1-888-5888
       AUSTRALIA 0011 800-1-888-5888
       CANADA 011 800-1-888-5888
       CHINA 00 800-1-888-5888
       JAPAN 010 800-1-888-5888 and JAPAN (mobile/payphone) 0061010 800-1-888-5888
       KOREA 001 800-1-888-5888
       THAILAND 001 800-1-888-5888
   
   Email:
   For retail customers – online@chinabank.ph
   For retail credit card customers – creditcards@chinabank.ph
   For corporate customers – customercontactcenter@chinabank.ph
   
   Social Media Pages:
   Facebook: https://www.facebook.com/chinabank.ph/
   Twitter: https://twitter.com/chinabankph
   
   Or Via The Online Form found on the CONTACT US Page of this Website
   
   
2. Through branch visit
   
   
3. Through the Bangko Sentral ng Pilipinas (BSP)
    
       BSP email: consumeraffairs@bsp.gov.ph
       BSP Online Buddy (BOB) via BSP Webchat (http://www.bsp.gov.ph/)
       BSP SMS (021582277 for Globe subscribers only)
       BSP Facebook (https://www.facebook.com/BangkoSentralngPilipinas/).
   
   

To process customer concerns, China Bank will ask for the following:

1. Customer's full name and contact details
2. Nature of concern
3. Pertinent details

 
Data Privacy Consent:
By reporting your concern and sharing your information through these channels, you agree and allow China Bank to process your personal data in accordance to our Data Privacy Policy in compliance with the Data Privacy Act of 2012. To know more about the policy, please visit our website at services.chinabank.ph.

China Bank follows a standard procedure when processing customer concerns.  Processing time varies, depending on the type of concern

1.  Receive and acknowledge the concern.
2. Record the concern through the Bank’s centralized logging tool and provide the customer with a reference number.
3. Evaluate the concern and, if needed, endorse concern to the responsible unit for investigation.
4. Monitor and coordinate with the appropriate resolving unit for resolution. 
5. Provide feedback to customer.