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.
Banking Ombudsman Scheme 
If you believe CCBNZ has not resolved you’re compliant to your satisfaction, you can seek independent assistance from the Banking Ombudsman Scheme. Please note that before the Banking Ombudsman Scheme can review your complaint, it must firstly have been fully investigated by CCBNZ.
The Banking Ombudsman Scheme can be contacted on:
Freephone: +0800 805 950
Website: https://bankomb.org.nz
Making a complaint: https://bankomb.org.nz/make-a-complaint
The Banking Ombudsman Scheme can help customers resolve concerns and disputes free of charge. The Banking Ombudsman Scheme 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:
Banking Ombudsman Scheme
Freepost 218002
PO Box 25327
Wellington 6140
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
