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:
    – 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 understand.

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