Customer Assistance Process

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

    For retail customers –
    For retail credit card customers –
    For corporate customers –

    Social Media Pages:

    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:
        BSP Online Buddy (BOB) via BSP Webchat (
        BSP SMS (021582277 for Globe subscribers only)
        BSP Facebook (

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

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.