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

Why has the proportion of debit card complaints decreased most significantly?

Recently, Bank of China released the 2025 Financial Consumer Complaint Report. Compared to 2024 data, the total number of complaints received by Bank of China in 2025 has significantly decreased.

Data shows that in 2025, Bank of China received a total of 273,000 financial consumer complaints after merging duplicates, down from 405,000 complaints accepted in 2024, a decrease of 132,000 complaints, over 30%.

Debit cards, credit cards, and loan services remain the main areas of consumer complaints

Looking at the categories of complaints, debit card complaints account for 33.6%, credit card complaints for 29.1%, and loan service complaints for 14.3%. These three categories together account for 77.1% of all complaints.

Compared to 2024, these three main areas still dominate consumer complaints, but their combined share has decreased from 83.9% in 2024 to 77.1% in 2025, a year-on-year drop of 6.8 percentage points. Notably, debit card complaints dropped sharply from 45.4% in 2024 to 33.6% in 2025, a decrease of 11.8 percentage points, making it the most significantly reduced area. Meanwhile, complaints about credit cards and loans slightly increased, from 25.6% and 12.8% in 2024 to 29.1% and 14.3% in 2025. Additionally, complaints related to payment settlement, debt collection, and foreign exchange saw a slight rise in 2025.

Management systems, business rules, and process complaints account for 73.4%

Regarding reasons for complaints, issues related to management systems, business rules, and processes are the core pain points for Bank of China. Data shows that in 2024, complaints in these areas accounted for 79.9%, which decreased to 73.4% in 2025, a year-on-year decline of 6.5 percentage points. In 2025, complaints about pricing and fees accounted for 8.6%, and complaints about service facilities and equipment accounted for 5.6%. These three reasons together make up 87.6% of all complaints.

Notably, compared to 2024, complaints about pricing and fees increased by 2.2 percentage points, and those about service facilities and equipment increased by 1.2 percentage points. Complaints about service attitude and service quality rose from 3.4% in 2024 to 4.0% in 2025.

Guangdong, Shenzhen, and Henan rank top in complaint volumes

From the regional distribution of complaints, in 2025, consumer complaints at Bank of China remain concentrated in economically developed and large-scale regions such as Guangdong, Shenzhen, Henan, Shandong, and Jiangsu.

Data shows that in 2025, complaints from Guangdong account for 7.9% of the total complaints, Shenzhen 7.5%, ranking first and second. Complaints from Henan, Shandong, and Jiangsu increased 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 worth noting that in 2024, complaints from Bank of China’s card center accounted for as high as 25.5%, whereas in 2025, complaints from the credit card center dropped to only 3.7%.

Bank of China states that it attaches great importance to consumer complaints, expanding and streamlining complaint channels, establishing a comprehensive multi-channel complaint acceptance system including regulatory formal transfer, 12378 hotline one-click transfer, regulatory online platform, telephone customer service, official website, mobile app, WeChat banking, email, and offline branches. This provides customers with clear, convenient, and smooth feedback services, ensuring timely response and resolution of complaints and feedback.

Meanwhile, Bank of China continuously improves the quality and effectiveness of consumer protection work, monitors complaint data, strengthens complaint management, promotes mechanisms such as traceability and multi-channel dispute resolution, and resolves customer issues efficiently through online and diversified solutions. It summarizes complaint causes promptly, strengthens source governance, and continuously improves products and services from the root. The goal is to shift from post-incident complaint handling to proactive pre-incident management.

(article serial number: 2033462706677354496/JW)

Disclaimer: This article does not constitute any investment advice to anyone.
Intellectual Property Statement: The intellectual property rights of Bread Finance works belong to Shanghai Miaotan Network Technology Co., Ltd.