Making a complaint
China Construction Bank Corporation Luxembourg Branch defines a customer complaint as any expression of dissatisfaction made to or about the Bank, Bank’s products, services, staff or the handling of a complaint where a response or resolution is explicitly or implicitly expected or legally required. China Construction Bank Corporation Luxembourg Branch maintain Policies and Procedures to ensure concerns or complaints are handled in the most effective manner possible and in accordance with the legal requirements set out in Luxembourg CSSF regulation no 16-07 relating to the out-of-court resolution of complaints.
You can contact our Compliance department who will handle your complaint in accordance with internal procedures:
Chief Compliance Officer
Tel: +352 28668862
By Email: Compliance@eu.ccb.com
By post: China Construction Bank Corporation Luxembourg Branch
1, Boulevard Royal
2449 Luxembourg
Commission de Surveillance du Secteur Financier (« CSSF »)
If within 10 business days after the receipt of the claim you do not have had received at least an acknowledgment of receipt or if within one month after having sent your complaint to CCB’s attention you are not satisfied with the answer from the authorized management you can file a request for out-of-court complaint resolution with the CSSF.
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