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.

The whistleblowing system, accessible from this page, allows you to report information about a crime or an offence, a threat or harm to the public interest, a violation or an attempt to conceal a violation of applicable and binding law (laws, regulations, etc.) or a breach of the Group’s Code of Conduct. (This system is not intended to deal with commercial complaints, which are processed in dedicated separate channels in accordance with the regulations in force.)

Whistleblowing reports are handled by Human Resources and Compliance Referents in a confidential manner and in accordance with the regulations in force.

Whistleblowers are granted protection against the risk of retaliation provided by local applicable law.

Any abuse of the whistleblowing system may expose the reporting person to disciplinary sanctions or prosecution. However, the use of this system is good faith will not expose the reporting person to any disciplinary sanction, even if the facts are subsequently proven to be inaccurate or do not give rise to any follow-up.

Frequently Asked Questions

  • When to report?

When you have reason to believe that a violation of the law or the BNP Paribas Code of Conduct has been committed or in the event of a threat or harm to the public interest.

  • How to report?

If you are an external third party, please refer to the contact details below on this page.

If you are an employee (internal or external): please follow the link to the intranet page.

  • Can I remain anonymous?

Yes, your report may be anonymous, unless it is legally prohibited. However, we recommend you to provide contact information to allow the Referent to contact you.

  • Will I receive any feedback on my report?

An acknowledgement of receipt of the report will be sent to you after receipt. You will then be informed of the progress in the processing of your report and of the outcome of the investigation.

  • Will confidentiality be ensured?

Yes, the Referents are trained in handling whistleblowing reports confidentially and they take appropriate steps to do so.

Whistleblowing Referent and Contacts

  1. Whistleblowing for BNP Paribas (China) Limited

By telephone:
86-21-2896-2884

By email:
whistle-blowing.PRC@asia.bnpparibas.com

By mail:
17F, 479 Lujiazui Ring Road, Pudong New District, Shanghai, 200120 Attn: Head of Compliance, PRC

In Person:
Office of Compliance Head, 17F, 479 Lujiazui Ring Road, Pudong New District, Shanghai 200120
Attn: Head of Compliance, PRC

  1. Whistleblowing for BNP Paribas non-banking entities in China

By telephone:
86-21-6096-9171

By email:
dl.china.nonbanking.whistleblowing@asia.bnpparibas.com

By mail:
18F, 479 Lujiazui Ring Road, Pudong New District, Shanghai, 200120 Attn: Head of Compliance, China non-banking

In Person:
Office of Compliance Head, 18F, 479 Lujiazui Ring Road, Pudong New District, Shanghai 200120
Attn: Head of Compliance, China non-banking