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 (5) business days and thereafter provide you with a substantive response within three (3) weeks of receipt of your complaint.

Where a complaint cannot be addressed within three (3) weeks by the financial services provider, it must as soon as reasonably possible before expiry of the aforementioned three (3) weeks, send to the complainant a written response to this effect whereafter the Bank will be afforded a further three (3) weeks to resolve same.

If within six (6) 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 FAIS Ombud if he/she wishes to pursue the matter, details of which are as follows:

The FAIS Ombudsman

Post: PO Box 74571, Lynnwood Ridge, 0040

Telephone: 012 762 5000

Fax: 012 348 3447

Email: info@faisombud.co.za

- Or the office of the Ombud for Banking Services OBS as follows:

Ombudsman for Banking Services

Address: 110 Oxford Rd, Rosebank, Johannesburg, 2198

Call Centre: 0860 800 900

Telephone: 011 712 1800

Email: info@obssa.co.za

and the complainant MUST do so within six (6) months of receipt of such notification.

If there is any inconsistency between the Chinese and English expressions, the English version shall prevail.

1.Please complete the Bank of China Limited Johannesburg Branch Client Complaint Form.

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