Industrial and Commercial Bank of China (Europe) S.A., Spain Branch, provides you with a Customer Service Department for managing your complaints and claims at the following address:

Office: Paseo de Recoletos n. º 12

28001 Madrid

Email: reclamaciones@es.icbc.com.cn

Please read carefully the Customer Protection Regulations (at this link in Spanish Version), where you will find information about your rights and the operation of the Customer Service Department.

Complaints must be submitted either in person or through a duly accredited legal representative, in paper or electronic format, provided that these allow reading, printing, and storage, and comply with the requirements established by current legislation.

This Customer Service Department will exclusively handle complaints and claims from customers of the institution in accordance with applicable regulations.

The maximum resolution period for complaints or claims submitted by consumers is ONE MONTH, unless related to payment services. In the latter case, the maximum resolution period will be FIFTEEN BUSINESS DAYS (which may be extended in exceptional situations to a maximum period of ONE MONTH).

For complainants who are not considered consumers and for claims not related to payment services, the maximum resolution period will be TWO MONTHS.

Once a complaint has been filed with the Customer Service Department, if these deadlines have passed without you receiving a response to your complaint, or if you disagree with the final decision regarding your complaint or claim, you may contact the complaint services of the relevant supervisory authorities depending on the matter in dispute:

Complaints Service of the Bank of Spain

C/ Alcalá No. 48

28014 Madrid

https://clientebancario.bde.es/pcb/es/menuhorizontal/podemosayudarte/consultasreclama/comorealizarrecl/

Investor Assistance Office of the Spanish Securities Market Commission (CNMV)

C/Edison No. 4

28006 Madrid

https://www.cnmv.es/portal/inversor/Reclamaciones.aspx

Directorate-General for Trade and Consumer Affairs, Consumer Assistance Office of the Community of Madrid

C/Ramírez de Prado, 5 bis, 28045 Madrid

Tel: 91 3105903 / 91 3105839

Email: consultas.consumo@madrid.org

Catalan Consumer Agency

C/ Pamplona, 113, 08018 Barcelona

Tel: 93 5516666

Email: consum@gencat.cat

http://www.consum.cat

NOTE: Clients of ICBC (Europe) S.A., Spain Branch, who wish to submit their complaint or claim through computer, telematic, or electronic means must comply with the requirements set forth in the applicable legislation, particularly those provided in Law 59/2003 on electronic signatures.

Relevant regulations, organized by subject matter, governing transparency in banking operations and client protection: (for informational purposes only, not exhaustive)

Customer Service and Protection:

Law 44/2002, of November 22, on measures to reform the financial system, as amended by Law 2/2011, of March 4, on sustainable economy.

Law 2/2011, of March 4, on Sustainable Economy.

Order ECO/734/2004 of March 11 (B.O.E. of March 24), on Customer Service Departments and Ombudsman of financial institutions.

Order ECC/2502/2012, of November 16, regulating the procedure for submitting complaints to the complaint services of the Bank of Spain, the CNMV, and the Directorate-General for Insurance and Pensions.

Transparency of Operations and Client Protection and Other Consumer Protection Regulations:

Order EHA/2899/2011, of October 28 (B.O.E. of October 29), on transparency and protection of banking service customers.

Law 22/2007, of July 11, on distance marketing of financial services aimed at consumers.

Royal Legislative Decree 1/2007, of November 16, approving the revised text of the General Law for the Protection of Consumers and Users and other complementary laws.

Law 11/1998, of July 9, on Consumer Protection of the Community of Madrid.

Decree 1/2010, of January 14, of the Governing Council, approving the regulations of Law 11/1998, of July 9, on consumer protection in the Community of Madrid.

Law 22/2010 of July 20, Consumer Code of Catalonia (DOGC of July 23).

Law 7/2017, of November 2, incorporating Directive 2013/11/EU of the European Parliament and of the Council of May 21, 2013, on alternative consumer dispute resolution into Spanish law.

General Contracting Conditions:

Law 7/1998, of April 13, on General Contracting Conditions.

Order EHA/1718/2010 of June 11 (B.O.E. of June 29), on regulation and control of advertising for banking services and products, developed by Circular 6/2010 of September 28 of the Bank of Spain (B.O.E. of October 11) to credit institutions and payment institutions on advertising of banking services and products.

Order EHA/1717/2010 of June 11 (B.O.E. of June 29), on regulation and control of advertising for investment services and products.

Directive 2014/49/EU of the European Parliament and of the Council of April 16, 2014, on deposit guarantee schemes.

Directive 2014/59/EU of the European Parliament and of the Council of May 15, 2014, establishing a framework for the recovery and resolution of credit institutions and investment firms.

Luxembourg Law of December 18, 2015, on the resolution, reorganization, and liquidation measures of credit institutions and certain investment firms and on deposit guarantee and investor compensation schemes.

Circular 5/2012, of June 27, of the Bank of Spain (B.O.E. of July 6), to credit institutions and payment service providers, on transparency of banking services and responsibility in granting loans.

Payment Services:

Directive (EU) 2015/2366 of the European Parliament and of the Council of November 25, 2015, on payment services in the internal market, amending Directives 2002/65/EC, 2009/110/EC, and 2013/36/EU, and Regulation (EU) No. 1093/2010, and repealing Directive 2007/64/EC.

Royal Decree-Law 19/2018, of November 23, on payment services and other urgent financial measures.

Order EHA/1608/2010, of June 14, on transparency of conditions and information requirements applicable to payment services.

Regulation (EU) 260/2012 of the European Parliament and of the Council of March 14, establishing technical and business requirements for credit transfers and direct debits in euros, and amending Regulation (EC) 924/2009.

Regulation (EU) 2024/886 of the European Parliament and of the Council of 13 March 2024 amending Regulations (EU) No 260/2012 and (EU) 2021/1230 and Directives 98/26/EC and (EU) 2015/2366 as regards instant credit transfers in euro.