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Complaints
Feedback and Complaints
China Construction Bank New Zealand (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 and Complaints can be provided directly to the relationship manager or via email to info@nz.ccb.com or the complaint's inbox complaints@nz.ccb.com.
Banking Ombudsman Scheme
If you believe CCBNZ has not resolved your complaint 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 be 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
Postal Address: Banking Ombudsman Scheme
Freepost 218002
PO Box 25327
Wellington 6140
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The Banking Ombudsman Scheme can help customers to 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 https://bankomb.org.nz/search?for=Banking+Ombudsman+Scheme
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, November 2025, can be downloaded here:
https://nzba.org.nz/banking-information/code-banking-practice/code-of-banking-practice/
CCBNZ Complaint Process
On receipt of your complaint, we will contact you within two (2) working days to acknowledge receipt of the complaint.
If we cannot resolve it immediately, we will aim to resolve your complaint within five (5) working days.
If we cannot resolve the problem within five (5) working days, we will communicate to you as to when you can expect us to resolve the matter.
Please indicate in your complaint whether you wish to receive a response to your compliant. In general, feedback will be provided at the end of the complaint handling process. Please provide more of your preferred method of communication other than the email used to lodge your complaint. Thank you for your understanding and co-operation.
Making a Complaint
Complaints are treated very seriously and it is important as it determines the qualities 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.
Call Us:
CCBNZ Complaints Department
Direct Dial: +64 (9) 338 8200
Freephone: 0800 2995533 option 5
Write to Us:
CCBNZ Complaints Department
PO Box 305
Shortland Street
Auckland 1140
Email: complaints@nz.ccb.com
Deliver Your Complaint:
China Construction Bank New Zealand Limited
Level 29, Vero Centre
48 Shortland Street
AUCKLAND 1010
