Our aim is to deliver the products and services that meet your expectation. If not, please feel free to tell us. The Complaint Management Team of Bank of China Frankfurt Branch is here to listen to your non-satisfaction and is always ready to assist you promptly and fairly.

How to reach us

You can reach us in many ways:

• Your relationship manager or our staff at the counter is there to deal with any questions or suggestions you raise. Outside the business hour you can contact your relationship manager or customer service via Email (service.de@bankofchina.com).
• You can also file your complaint via post (Beschwerdemanagement Legal & Compliance, Bank of China, Frankfurt Branch, Bockenheimer Landstr. 24, D-60323 Frankfurt am Main), hotline 0049-69-1700900 or email complaints@bankofchina.com.

Information we need from you

To enable us to investigate your complaint in time, please provide us with the following information:

• The date the issue occurred.
• Your name, account number or your CIF, product and service, and our branch/staff relating to the complaint.
• What occurred and how you have been affected.

What you can expect from us

We will take due efforts to resolve the matter as soon as possible. If we are not able to respond to your complaint right away, we will send you a written indication of when you can expect our response and the reason why we need this time to solve the matter. Our response will outline the details and outcome of our investigation.

What we do for you

We process each complaint individually and deal with the facts you describe. To this end, we will carry out the necessary research. We will send you a receipt confirmation within 5 business days after receiving your complaint and a reply addressing all points raised in your complaint within 15 business days.

How we reply to you

You will receive our response letter with the details and the result of our investigation. If necessary, we will explain in detail what corrective measures we propose. We will also be happy to discuss the result with you in person.

Sometimes it takes a third party

Unfortunately, it happens that we cannot find a satisfactory solution for you. You always have the option of taking your complaint to a third party :

Ombudsman procedure

According to Clause 21 of our General Business Conditions (ABG), the ombudsman procedure is only for payment transaction complaints:

„21.

Customers have the following out-of-court options:

– Customers may address a complaint to the contact point specified by the Bank in its "List of Prices and Services". The Bank will answer complaints in an appropriate manner; where payment services contracts are concerned, it will do so in text form (e.g. by letter, telefax or email).

– The Bank participates in the dispute resolution scheme run by the consumer arbitration body “The German Private Banks’ Ombudsman” (www.bankenombudsmann.de).

Consumers may have any disputes with the Bank resolved by the Ombudsman. Where disputes concerning a payment services contract (Section 675f of the German Civil Code) are involved, customers who are not consumers also may request their resolution by the Ombudsman. Further details are contained in the “Rules of Procedure for the Settlement of Customer Complaints in the German Private Commercial Banking Sector”, which are available on request or can be downloaded from the Internet at www.bankenverband.de.

Complaints should be addressed in text form (e.g. by letter, telefax or email) to the Customer Complaints Office (Kundenbeschwerdestelle) at the Association of German Banks (Bundesverband deutscher Banken), P.O. Box (Postfach) 040307, 10062 Berlin; fax: +49 (0)30 16633169; email: ombudsmann@bdb.de.

– In addition, customers may make complaints at any time in writing or orally on the record to the German Federal Financial Supervisory Authority (Bundesanstalt für Finanzdienstleistungsaufsicht – BaFin), Graurheindorfer Strasse 108, 53117 Bonn, about breaches by the Bank of the German Payment Services Supervision Act (Zahlungsdiensteaufsichtsgesetz – ZAG), Sections 675c – 676c of the German Civil Code (Bürgerliches Gesetzbuch – BGB) or Article 248 of the Act Introducing the German Civil Code (Einführungsgesetz zum Bürgerlichen Gesetzbuch – EGBGB).