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Client complaint procedure
 

In order to assure a timely and correct handling of customer complaints we have defined the following client complaint procedure for corporate customers.

You can pass your complaint to us in the following way:

In writing
You can address your complaint in writing to our Head of Legal & Compliance.

By E-mail
You can address your complaint by e-mail to your account manager or compliance@nl.icbc.com.cn. Please note that e-mails can only be sent up to 5MB per e-mail.

In case you address your complaint please provide us:
- Your company name, address, telephone number and if possible e-mail address
- Your customer and account number
- Copies of relevant documentation  
- Description of your complaint

You will receive a confirmation of the receipt of your complaint within a period of ten working days and if possible an answer or solution to your complaint. If an answer or solution cannot be directly provided we will inform you on who will be handling your complaint, the contact details and the expected timeframe to resolve your complaint.

If, after having contacted the Bank, you did not receive a response within a one-month period or did 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. 16-07.

The request with the CSSF for an out-of-court complaint resolution procedure must be filed within one year after submitting the complaint to the bank.

Commission de Surveillance du Secteur Financier
Département Juridique CC
283, route d’Arlon, L-2991 Luxembourg
Fax: (+352) 26251 – 2601
Email: reclamation@cssf.lu
Website: www.cssf.lu/en/consumer/complaints/ (English version)


(2019-04-18)
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