Customer Complaints

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 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.

Lodge a complaint

In person

  • Contact your Relationship Manager
  • Visit our Branch in person during normal banking hours from 9:30am to 4:30pm Mondays to Fridays on 55th Floor, Cheung Kong Center, 2 Queen’s Road Central, Central, Hong Kong


In writing

Please address your letter to our ‘Complaint Handling Officer’.

Address: Bank of America, N.A., Hong Kong Branch, GPO Box 472, Hong Kong

Fax: (852) 3009-0925



Call us

Call the Customer Service Hotline at (852) 3508-2828 during normal banking hours