Announcement on the Consumer Complaint Handling Process of Bank of Communications Credit Card Center

Dear Bank of Communications Credit Card Cardholders:

In order to protect the legitimate rights and interests of financial consumers, Smooth Financial consumer consultation and complaint channels, actively responding to the requirements of the China Banking and Insurance Regulatory Commission's "Order of the China Banking and Insurance Regulatory Commission (2020 No. 3)" (hereinafter referred to as Order No. 3), the Bank of Communications Credit Card Center announced the consumer complaint handling process as follows:

1. Consumer complaint subject process:

According to the requirements of the China Banking and Insurance Regulatory Commission’s Order No. 3, the complaint subject process of the Bank of Communications Credit Card Center can be divided into 4 steps: financial consumers submit complaints → banking institutions accept them Complaint → Handle complaint → Feedback the result.

In response to complaints and feedback from financial consumers, the Bank of Communications Credit Card Center will make fair and equitable handling decisions in accordance with relevant laws, regulations and contractual agreements. If financial consumers have objections to the handling decisions, they can file previous complaints. Submit a written application for verification of the handling situation. If you still have objections to the results of the application verification, financial consumers can also take relief channels such as mediation, arbitration, and litigation.

2. Consumer complaint acceptance channels:

Credit Card Center 24-hour complaint acceptance hotline:

Gold Card 4008009888; Co-branded Card 4008893888; Platinum Card 4008666888

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Credit card service supervision hotline: 021-28283999 (working days 9:00-18:00)

Credit card center email address: 800cs@bankcomm.com (accepting written complaints/application verification)

You can also give your feedback through self-service channels such as the official credit card website and the Pay Bar APP.

Mediation Center Acceptance Phone Number:

Shanghai Financial Consumption Dispute Mediation Center: 021-20235012 (working days 9:30-11:00 am, 13:30-16:30 pm )

Shanghai Banking Dispute Mediation Center: 021-55369653 (working days 9:30-11:30 am, 13:30-16:30 pm)

3. Things to note :

1. Financial consumers who submit consumer complaints must be objective and truthful, and must be responsible for the authenticity of the materials provided. They must not provide false information or fabricate or distort facts, and must not falsely accuse or frame others;

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2. Financial consumers should abide by laws, administrative regulations and relevant national regulations in the process of consumer complaints, and maintain social public order and the office and business order of the consumer complaint handling unit.