Client Complaints and Whistleblowing

Client Complaints

At BNP Paribas, we strive to provide our clients with the highest possible standards in service. If for any reason you are not entirely satisfied with our service, products or employees, please let us know. We value your feedback and endeavor to resolve your complaints fairly.

Who to contact

• Your assigned Relationship Manager, Desk Head; or
• Our compliance department via:
  – Complaint Hotline： +86 21 2896 2529 (9:00am-6:00pm, Monday to Friday)
  – Complaint E-mail： PRC_Complaints@asia.bnpparibas.com
  – Complaint Correspondence
  BNP Paribas (China) Limited-Compliance Department
  17Floor, 479 Lujiazui Ring Road, PUDONG New District, Shanghai, PRC.

What is the process

When we receive your complaint, we will acknowledge your complaint within 5 working days upon receipt and will investigate your concerns. We will aim to provide a written interim or final response with our findings within 15 calendar days from the date of receipt. Our bank may extend the period of handling your complaint in case it is complicated, appreciate your kind understanding.

If you have additional information or documents regarding your complaint, please provide them to us to assist in our investigation.

Whistleblowing

BNP Paribas Group is committed to strict compliance with laws and regulations and to enforce the rules set out in the Group’s Code of Conduct.

You may speak up regarding actions or behaviors you believe are violating laws, regulations, BNP Paribas Code of Conduct or internal policies/procedures through the BNP Paribas Whistleblowing Platform.

You may also speak directly to NAVEX Operator, in countries allowing this possibility, regarding actions or behaviors you believe are violating laws, regulations, BNP Paribas Code of conduct or internal policies/procedures.

The above channels can also be used for the Whistleblowing for BNP Paribas non-banking entities in China.