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Client Complaints Handling Policy

1. Address a complaint to the Bank

A complaint can be addressed to the Bank by post, email, fax or telephone to Compliance & Regulatory department of the Bank:

Attention: Compliance & Regulatory department

55, Boulevard Royal

L-2449 Luxembourg

Tel : +(352) 268 688 501

Fax : +(352) 268 688 504

Email : legalcompliance.lu@bankofchina.com

Complainant should clearly indicate his/her personal and contact details as well as description of the object of the complaint.

2. Handling of complaint

The complaint will be transmitted to the relevant department of the Bank for investigation and handling.

If a reply cannot be made to the complainant within 10 working days, an acknowledgement of the receipt of the complaint will be sent to the complainant within this period, giving the time frame in which a reply can be made, which should be within 1 month of the receipt of the complaint, and the name and contact details of the staff who is in charge of the handling of the complaint. Where an answer cannot be provided within this period, the Bank shall inform the complainant of the causes of the delay and indicate the date at which the reply is likely to be given.

If a complainant is not satisfied with the reply or handling of his/her complaint, the complainant can contact the Authorised Management member in charge of the complaints handling of the Bank in writing by submitting the complaint to:

Atten: Authorised Management for complaints handling

55, Boulevard Royal

L-2449 Luxembourg

If the complainant is not satisfied with the response received from the Authorised Management member of the Bank, the complainant can have the recourse to out-of-court resolution procedure at Commission de Surveillance du Secteur Financier (CSSF) as per CSSF regulation 16-07 of 11 November 2016 on out-of-court resolution of complaints. Any recourse to CSSF must be filed within 1 year of the date of complaint filed with the Bank.

Commission de Surveillance du Secteur Financier

Département Juridique CC,

283 route d'Arlon,

L-2991 Luxembourg

Tel: +(352) 26 25 1-1

Fax: +(352) 26 25 1- 2601

Email: reclamation@cssf.lu

www.cssf.lu/en/customer-complaints/

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