Bank of China: Consumer complaints decreased by over 30% year-on-year in 2025, with debit cards, credit cards, and loan services still being the main areas of complaints.

Why has the proportion of debit card complaints seen the most significant decline?

Recently, Bank of China released its 2025 Financial Consumer Complaint Report, showing a significant decrease in total complaints compared to 2024.

Data indicates that in 2025, Bank of China received 273,000 financial consumer complaints after merging duplicates, down from 405,000 received in 2024, a year-on-year decrease of 132,000 complaints, representing a decline of over 30%.

Debit cards, credit cards, and loan services remain concentrated areas for consumer complaints

Looking at the categories of consumer complaints, the proportion of complaints related to debit card services is 33.6%, credit card services is 29.1%, and loan services is 14.3%. These three categories account for a total of 77.1% of all complaints.

Compared to 2024, these three major categories remain concentrated areas for financial consumer complaints, but their combined complaint proportion decreased from 83.9% in 2024 to 77.1% in 2025, a year-on-year drop of 6.8 percentage points. Among these, the proportion of debit card complaints dropped significantly from 45.4% in 2024 to 33.6% in 2025, a year-on-year decrease of 11.8 percentage points, making it the area with the most notable decline. Meanwhile, the complaint proportions for credit card and loan services slightly increased, rising from 25.6% and 12.8% in 2024 to 29.1% and 14.3% in 2025, respectively. Additionally, in 2025, the proportion of complaints related to payment settlement, debt collection, and foreign exchange slightly increased.

Complaints related to management systems, business rules, and processes account for 73.4%

Regarding the reasons for consumer complaints, complaints related to management systems, business rules, and processes are a core pain point for Bank of China. Data shows that in 2024, the proportion of such complaints was 79.9%, which dropped to 73.4% in 2025, a year-on-year decrease of 6.5 percentage points. Furthermore, the proportion of complaints regarding pricing and fees in 2025 was 8.6%, and the proportion regarding service facilities and equipment was 5.6%, with these three categories accounting for a total of 87.6% of all complaints.

It is noteworthy that compared to 2024, the proportion of complaints related to pricing and service facilities at Bank of China increased by 2.2 percentage points and 1.2 percentage points, respectively. Complaints regarding service attitude and service quality increased from 3.4% in 2024 to 4.0% in 2025.

Guangdong, Shenzhen, and Henan have the highest complaint volumes

In terms of regional distribution of consumer complaints, in 2025, Bank of China’s consumer complaints remained concentrated in economically developed regions with larger business scales such as Guangdong, Shenzhen, Henan, Shandong, and Jiangsu.

Data indicates that in 2025, complaints from Guangdong accounted for 7.9% of total complaints, and complaints from Shenzhen accounted for 7.5%, ranking first and second. The proportions of consumer complaints from Henan, Shandong, and Jiangsu rose from 4.2%, 3.4%, and 4.4% in 2024 to 6.9%, 5.2%, and 5.0% in 2025, ranking third to fifth.

It is noteworthy that in 2024, the complaint proportion from Bank of China’s card center was as high as 25.5%, while in 2025, the complaint proportion from the credit card center was only 3.7%.

Bank of China has stated that it places high importance on consumer complaints, broadening and smoothing complaint channels, and establishing a comprehensive complaint acceptance system that includes formal regulatory transfers, the 12378 hotline, regulatory mini-programs, telephone customer service, official websites, mobile clients, WeBank, email, and offline branches, providing customers with clear, convenient, and smooth feedback services to ensure timely responses and handling of complaints and feedback.

At the same time, Bank of China continuously enhances the quality and effectiveness of consumer protection work, monitors complaint data, strengthens complaint management, promotes effective mechanisms for complaint tracing and rectification, and diversified dispute resolution, resolving customer issues efficiently online and diversely to improve customer experience, summarizing the reasons for complaints promptly, and strengthening root cause governance to continually improve products and services fundamentally, gradually transforming post-complaint handling into proactive management before issues arise.

(Article serial number: 2033462706677354496/JW)

Disclaimer: This article does not constitute investment advice for anyone.
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