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Feedback and Complaints:

China Construction Bank (New Zealand) Limited (“CCBNZ”) takes pride in the services and products provided to our customers. CCBNZ encourages our customers to provide us with feedback, whether good or not. In doing so CCBNZ can assess where we deliver good services and products, and where we can improve.

Feedback can be provided directly to the relationship manager or via email to info@nz.ccb.com as displayed on the CCBNZ website.

Making a Complaint:

Complaints are treated very seriously and it is important to determine the quality of our services and products.

If you have a complaint it is recommended that you contact your customer relationship manager in the first place. If the complaint is about the relationship manager or if the relationship manager is unable to assist, you can contact CCBNZ directly via email, phone or in writing to:

CCBNZ Complaints Department

Direct Dial: +64(9)338 8200

Freephone: 0800 2995533 option 5

Email: complaints@nz.ccb.com

You can write to us at:

CCBNZ Complaints Department

PO Box 305

Shortland Street

Auckland 1140

You can also deliver your complaint directly to our office at:

CCBNZ

48 Shortland Street

Level 29

AUCKLAND 1010

Response:

On receipt of your complaint, we will contact you within two (2) working days to acknowledge receipt of the complaint.

We will aim to resolve it to your complaint within 5 working days of receiving it if we cannot resolve it immediately.

If we cannot resolve the problem in time we will communicate to you as to when you can expect us to resolve the matter.

The Banking Ombudsman      

If you believe CCBNZ has not resolved you’re compliant to your satisfaction, you can seek independent assistance from the Banking Ombudsman. Please note that before the Banking Ombudsman can review your complaint, it must firstly have been fully investigated by CCBNZ.

The Banking Ombudsman can be contacted on:

Freephone: +0800 805 950

Website: https://bankomb.org.nz

Making a complaint: https://bankomb.org.nz/make-a-complaint

Banking Ombudsman Brochure: https://bankomb.org.nz/assets/Reference-documents

The Banking Ombudsman can help customers resolve concerns and disputes free of charge. The Banking Ombudsman is not able to consider all types of complaints - see the Banking Ombudsman Scheme for more information.

You can also contact the Banking Ombudsman Scheme from the website or in writing to:

The Banking Ombudsman

Freepost 218002

PO Box 25327

Featherston Street

Wellington 6146

Code of Banking Practice:

CCBNZ abides by the Code of Banking Practice. This is a set of formal standards that all members of the New Zealand Bankers Association have agreed to. CCBNZ is a member of the New Zealand Bankers Association.

A copy of the Code of Banking Practice, September 2020, can be downloaded here: https://www.nzba.org.nz/consumer-information/code-banking-practice/code-of-banking-practice

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