How to make a complaint

A complaint can be addressed to the Bank by post, e-mail, fax or telephone to Legal & Compliance Department of the Bank:

Attention: Legal & Compliance Department

P.O. Box 55628, SE 102 14 Stockholm, Sweden

Tel: +46 (0)10 788 8803

E-mail: Service.se@bankofchina.com

The complainant should clearly indicate his/her personal and contact details as well as a description of the factual situation and the reason for the complaint.

Handling of the complaint

The Bank will provide the complainant with a written acknowledgement of receipt within ten business days from the receipt of the complaint, unless the answer itself is provided to the complainant within this period. The acknowledgement will include the name and contact details of the staff who is in charge of the complaint. The Bank will provide an answer within one month of the receipt 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 its examination is likely to be achieved.

If not satisfied with the handling of the complaint

If a complainant is not satisfied with the reply or handling of his/her complaint, 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

https://www.cssf.lu/en/consumer/complaints/ via the online complaint form or by email to the following address: reclamation@cssf.lu

If a complainant is not satisfied with the reply or handling of his/her complaint, the complainant can otherwise contact the Swedish National Board for Consumer Complaints, or a district court to request that the case be tried.

Swedish National Board for Consumer Disputes (ARN)

Attention: Bankavdelningen

Tel: +46 (0)8 508 860 00

P.O. Box 174, 101 23 Stockholm

E-mail: arn@arn.se

www.arn.se

Further information and advice

If you want to receive further information or discuss your case with an independent third party, impartial advice and information regarding financial services is provided by the Swedish Consumers' Banking and Finance Bureau.

Swedish Consumers' Banking and Finance Bureau

Box 24215

104 51 Stockholm

Tel: +46 (0)8 22 58 00

www.konsumenternas.se

You can also contact the Swedish Consumer Agency and Hall? konsument, where you can also find information about how to contact your local consumer advisor in your municipality where you can turn for advice and help.

Swedish Consumer Agency

P.O. Box 48

651 02 Karlstad

Tel: +46 (0)771 42 33 00

www.konsumentverket.se

Hall? konsument

E-mail: info@hallakonsument.se

www.hallakonsument.se