At Bank of America, we are committed to providing you the best customer experience, including prompt handling of complaints.
We will acknowledge receipt of your feedback or complaint within 7 calendar days. Our aim is to provide a response to you within 30 calendar days. In case we need more time to look into the issues, we will update you with an indicative timeframe for our final response (normally not exceeding 60 calendar days) and we will communicate with you in the same language in which we have received the complaint or chosen by you.
Our Complaint Handling Procedure provides information on our complaint handling and investigation process. Please email dg.hk_country_compliance@bofa.com to request a copy.
If, despite our efforts you are still not completely satisfied with our handling of your case, you have the right to refer the matter to the Hong Kong Monetary Authority (HKMA) on 55/F, Two International Finance Centre, 8 Finance Street, Central, Hong Kong. For monetary disputes, you may also refer your case to the Financial Dispute Resolution Centre (FDRC), Room 408-409, 4/F, West Wing, Justice Place, 11 Ice House Street, Central, Hong Kong.
