Complaint Handling

Complaints may be lodged through any of the following channels: 

• Onsite visit, telephone, email and facsimile to SG China;

• Corporate banking service and Opinion hotline (400-8888-760); 

• Inquiry and complaint mailbox (cn-complaint@socgen.com.cn);

•  China Banking and Insurance Regulatory Commission banking business complaint telephone: 12378, 12363

•  Authorities (such as SAIC) and organizations (such as Consumer’s Association) etc.

We will acknowledge receipt of a complaint within 1 working day and provide a substantive response within 15 calendar days.  For complaints in complex situations, the substantive response will be provided within 30 calendar days.  For complaints in very complex situations or with special reasons, the substantive response will be provided within 60 calendar days.  The extended time-limit and explanation will be notified to the complainant through channels including text messages, e-mail and letter.  A complaint will be closed if the complainant is satisfied with the explanations or solutions proposed, or no feedback from the complainant has been received 8 weeks after provision of a substantive response.  

Coporate Banking ServiceService Hotline:  400-8888-760

Service Scope: Account Balance Enquiry; Banking Products & Service Consulting; Interest Rates and Foreign Exchange Rates Enquiry, etc.

Working Hours: Working day; 9:00-18:00 Fax: 010-58513355

China Headquater addressand phone: Unit 01-14, 15F, West Tower, Genesis Beijing, 8 Xinyuan South Road, Chaoyang District, Beijing, China 

Phone: 86-10-58513888

Complaint Handling: Individual and corporate customers, and third parties that are using SG product and service, or their representative, can lodge a complaint with a SG entity or with a body outside SG, including an authority. 

If the complainant considers that the complaint has still not been sufficiently addressed, the complainant may lodge a complaint with authorities as appropriate.

Whistleblowing Channel: https://report.whistleb.com/en/societegeneralechina