Bank of China (Canada) is committed to maintaining your confidence and trust in our Bank; this includes handling your complaint in a timely manner.

If you have a complaint, you may take the following steps:

STEP 1: Voice your complaint

1.Contact the branch employee or the Branch Manager at the branch where you conduct your business, or

2.Contact customer service hotline at 1-844-669-5566.

STEP 2: Escalate your complaint

If you are not satisfied with the outcome from the above steps, you may contact:

Chief Compliance Officer by phone, fax, email or letter at:

Telephone: (905) 771-6886, Fax: (905) 771-8555

Bank of China (Canada)

Suite 600, 50 Minthorn Boulevard, Markham, Ontario, L3T 7X8

E-mail: privacycompliance@bankofchina.ca

Within 56 days, you will receive the Bank’s decision regarding your complaint, including relevant details and an explanation of how our decision was reached.

STEP 3: Additional escalation options

Bank of China (Canada) is a member of the independent Ombudsman for Banking Services and Investments (OBSI). In the unlikely event that you are still not satisfied or your complaint could not be resolved within 56 days, you may contact the OBSI at:

Ombudsman for Banking Services and Investments (OBSI)

20 Queen Street West, Suite 2400,

P.O. Box 8

Toronto, ON M5H 3R3

Toll-free Telephone: 1.888.451.4519 Greater Toronto area: 416.287.2877

Toll-free Fax: 1.888.422.2865 Greater Toronto area: 416.225.4722

E-mail: ombudsman@obsi.ca

Web site: www.obsi.ca

Financial Consumer Agency of Canada (FCAC):

The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes Bank of China (Canada), for compliance with federal consumer protection laws.

Financial institutions are legally required to have a complaint-handling process in place.

If you have a problem with a financial product or service, you may file a complaint with the responsible financial institution directly.

If you are not satisfied with how your complaint has been handled or 56 days has passed since you made your complaint, you can escalate the complaint to the following External Complaints Body:

Ombudsman for Banking Services and Investments (OBSI)

20 Queen Street West, Suite 2400,

P.O. Box 8

Toronto, ON M5H 3R3

Toll-free Telephone: 1.888.451.4519 Greater Toronto area: 416.287.2877

Toll-free Fax: 1.888.422.2865 Greater Toronto area: 416.225.4722

E-mail: ombudsman@obsi.ca

Web site: www.obsi.ca

If you want to know your rights or need information about the complaint-handling process of a financial institution, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.

Web site: www.canada.ca/fcac

Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html

Phone:

For service in English: 1-866-461-FCAC (3222)

For service in French: 1-866-461-ACFC (2232)

For calls from outside Canada: 613-960-4666

Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771

Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC.

Visit https://srvcanadavrs.ca/en/ to learn more.

Mailing address:

Financial Consumer Agency of Canada

427 Laurier Avenue West, 5th Floor

Ottawa ON K1R 7Y2