Address a complaint to the Bank

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

Attention: Risk & Compliance department

Bank of China (Europe) S.A. - Brussels Branch

Boulevard du Régent, 35

B-1000 Bruxelles

Tel: + 32 2 405 66 88

Email: service.be@bankofchina.com 

Complainant should clearly indicate the contact details and the account number (if relevant) and include a brief description of the factual situation and reason for the complaint.

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:

Attention: Authorised Management for complaints handling

Bank of China (Europe) S.A. - Brussels Branch

Boulevard du Régent, 35

B-1000 Bruxelles

To help the Bank to ensure the best possible follow-up, the complainant shall indicate the reference information from the response letter that he/she received from the Bank.

If, after having contacted the Authorized Management member in charge of complaints handling of the Bank, the complainant does not receive a response within the given deadline or the response is not satisfactory to the complainant, the complainant can have the recourse to out-of-court resolution procedure at the Ombudsfin, in accordance with the provision of Belgian Banking Sector, with the following contact details:

Attention: Ombudsfin

North Gate II

Boulevard du Roi Albert II, 8 boite 2

B-1000 Bruxelles

by phone: + 32 2 545 77 70

by fax: + 32 2 545 77 79

by email: Ombudsman@OmbudsFin.be

Website: www.ombudsfin.be