Customer Complaint Handling Procedure

In order to strengthen customer relationship, enhance service quality and obtain customer opinions effectively, we have set out the following “Customer Complaint Handling Procedure”:

Channels for customer complaints

　　Customers can lodge complaints by means of post, e-mail or facsimile. The contact details can be found as below:

　　 1.Email: bodhk-complaint@dongguanbank.cn

　　 2.Fax: 2951 2700

　　 3.Address: Suites 2504-2511, 25/F, Two International Finance Centre, 8 Finance Street, Central, Hong Kong

Information required for complaints

　　In order to enable us to handle and resolve your case smoothly and quickly, please provide us with the following information.

　　 1.Name, address and other contact details such as e-mail address, telephone and mobile phone number.

　　 2.The relevant account details such as account number, nature and type of account.

　　 3.Details and nature of the complaint.

　　 4.Suggested remedies and compensation (if applicable).

　　 5.Name of the staff member you were dealing with (if applicable)

　　 6.Copies of supporting documents (if applicable)

Service Pledge

　　Acknowledgement letters will be issued within 7 days upon receipt of a written customer complaint. Response or expected timeframe for response will be provided within 30 days if investigation is required upon receipt of a customer complaint. A formal reply will normally be ready within 60 days, taking into account the nature of customer complaints.

Confidentiality

　　All complaints will be classified as confidential. Only the officer-in-charge and related persons will be informed and they should not be the subject staff of the complaint.　

　　BANK OF DONGGUAN CO., LTD.,-HONG KONG BRANCH

　　(Incorporated in the People’s Republic of China with Limited Liability)