China Merchants Securities

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At present, the China Merchants Securities is providing service to nearly four million clients. The Company knows deeply that the clients' satisfaction is the driving power of an enterprise's development and products and services are the guarantee to win clients and market shares. We positively shoulder our responsibilities to our clients, attach high importance to their feelings, and carefully listen to their demands. We try to increase customer value through quality service and win the trust from our clients with expertise and skills and faithful attitude. We endeavor to create value for the clients and obtain their long term trust and reliance.

Client-Centeredness

Assets Security

The Company participates in some of its collective wealth management products with its own funds as a proportion in a product's pool. Thus it will bear gains and losses together with its clients and also takes limited indemnification responsibilities of its products. The Company also attaches great importance to the confidentiality of the clients' information. No personnel are allowed to take out or transmit client information on its office platform. All the service work conducted by client service personnel is traceable on the office platform. Strict accountability mechanism is also formulated in this respect.

Optimized Service Processes

The Company establishes a service team consisting of investment consultants, business assistants and outbound teams. These groups focus on different service types respectively to enhance service ability and efficiency. It further improves its systems and processes for revisit and complaint. It builds a complete client feedback system in accordance with the requirements in the ISO 10002 Standards on Complaint Management Systems.

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