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Customer Complaint Procedure

In order to assure a timely and correct handling of customer complaints we have defined a customer complaint procedure.

You can pass your complaint to us in the following way:

By E-mail
You can address your complaint by e-mail to your account manager or Please note that e-mails can only be sent up to 5MB per e-mail.

In case you address your complaint please provide us:
- Your name, address, telephone number and e-mail address
- Your customer and account number
- Copies of relevant documentation 
- Description of your complaint

You will receive a confirmation of the receipt of your complaint within a period of ten working days and if possible an answer or solution to your complaint. If an answer or solution cannot be directly provided we will inform you on who will be handling your complaint, his/her contact details and the expected timeframe to resolve your complaint.

If you are a consumer and you are not satisfied with the provided answer or solution within the defined timeframe, you can address your complaint in writing to Compliance Department.

Industrial and Commercial Bank of China Limited Mumbai Branch, Compliance Department

801, 8th Floor, A Wing, ONE BKC, C-66, G Block, Bandra Kurla Complex, Bandra(E), Mumbai-400 051