ICBC (Europe) S.A. Amsterdam Branch (the “Bank”) has made it a priority to provide its customers and business partners with the highest possible quality of service and is dedicated to building long and outstanding relationships with them.

Further, the Bank is committed to deal with complaints addressed to it in a professional way in accordance with applicable laws and regulations.

The following outlines the complaint handling procedure of the Bank for corporate customers.

A complaint may be addressed to the Bank in writing (preferable) by post, email or fax, or by telephone. Any personal data will be kept and processed in accordance with applicable data protection laws.

First: Contact the Bank’s Legal & Compliance Department and/or the relevant contact person in the Bank.

ICBC (Europe) S.A. Amsterdam Branch
Legal & Compliance Department
Johannes Vermeerstraat 7-9
1071 DK Amsterdam
Tel : 0031(0)205706666 (reception)
Fax: 0031(0) 20 670 2774 (attn. Legal & Compliance Department)
Email: compliance@nl.icbc.com.cn

Complaints must clearly indicate the contact details and the account number (if relevant) of the person making a complaint, and as well include a brief description of the factual situation and reason for the complaint.

The Bank will send an interim reply (acknowledgment of receipt) within a maximum of 10 (ten) business days from the receipt of the complaint if it thinks more time than 10 (ten) business days is needed to assess and investigate on the complaint. The Bank will provide an answer without undue delay and in any case within a period which should not exceed one month after the date of receipt of the complaint. Where an answer cannot be provided within this period, the Bank will inform the complainant about the causes of the delay and indicate the date at which the Bank’s examination is likely to be achieved.

If the complaint arises from a discontent about payment services, the Bank will send a reply within 15 (fifteen) business days from the receipt of the complaint. In unusual circumstances and in case the answer to the compliant related to payment services cannot be given within the 15 (fifteen) business days for reasons beyond the control of the Bank, the Bank will send a holding reply indicating the reasons for a delay in answering to the complaint and specifying the deadline which cannot exceed 35 (thirty five) business days.

Second: Contact the Authorized Manager for Complaint Handling.

Any customer who is not satisfied with the handling of his complaint can contact the Authorized Manager for Complaint Handling within the Bank, who may be reached under the following contact details: ICBC (Europe) S.A., To the attention of the Authorized Manager for Complaint Handling, Johannes Vermeerstraat 7-9, 1071 DK Amsterdam.

In this case, the Bank’s reference information in the correspondence relating to the complaint should be provided in each communication with the Bank.

Third: Contact the Commission de Surveillance du Secteur Financier (CSSF).

If, after having contacted the Bank, the corporate customer does not receive a response within the above indicated one-month period or 35 business days or does not receive a satisfactory response, an out-of-court complaint resolution procedure in front of the CSSF is provided for in accordance with the provision of the CSSF regulation no. 16-07¹ [ http://www.cssf.lu/en/consumer/complaints/ (The indication of this website is for information only, the Bank is not responsible for the website and its contents).]. The CSSF may be contacted in English, French, German or Luxembourgish language:
by post: 

Commission de Surveillance du Secteur Financier
Département Juridique CC
283, route d’Arlon
L-2991 Luxembourg
by fax: Fax: (+352) 26 25 1- 2601
by email: reclamation@cssf.lu

The demand for opening of an out-of-court complaint resolution procedure with the CSSF can only be filed within one year from the date at which the complaint was filed with the Bank.

The CSSF provides further information on the out-of-court complaint resolution procedure with it on its website www.cssf.lu/en/consumer/complaints/ (English version)² [ The indication of this website is for information only, the Bank is not responsible for the website and its contents.] including a form for applying for an out-of-court complaint resolution procedure and FAQ (Complaints) which may be available in French only.