We aim to settle consumer complaint matters as quickly and as fairly as possible. In accordance with our consumer complaint management policy, we will acknowledge receipt of your complaint within five business days and thereafter provide you with a substantive response within three weeks of receipt of your complaint.

Where a complaint cannot be addressed within three weeks by the financial services provider, it must as soon as reasonably possible before expiry of the aforementioned three weeks, send to the complainant a written response to this effect whereafter the Bank will be afforded a further three weeks to resolve same.

If within six weeks of receipt of a complaint, Bank of China Limited Johannesburg Branch has been unable to resolve the complaint to the satisfaction of a complainant, the complainant may:

- refer the complaint to the Office of the National Financial Ombud (NFO) if he/she wishes to pursue the matter, details of which are as follows:

National Financial Ombud (NFO)

NFO Johannesburg: 110 Oxford Road, Houghton Estate, Johannesburg, Gauteng, 2198

Telephone: 0860 800 900

Email: info@nfosa.co.za

Website: https://nfosa.co.za/

NFO Cape Town: 6th Floor, Claremont Central Building, 6 Vineyard Road, Claremont, Cape Town, 7700

and the complainant MUST do so within six months of receipt of such notification.

1.Please complete the Bank of China Limited Johannesburg Branch Client Complaint Form (Effective from 26 July 2024)

2.Email completed form with attachments (where applicable) to Complaints.za@bank-of-china.com