Company: OCG
Filing Date: 2025-05-15
Form Type: 20-F
Source: 0001213900-25-043484
Chunk: 20

Company: Oriental Culture Holding LTD
Filing Date: 2025-05-15
Form: 20-F
Item: Item 4
Chunk 20
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 us.

In addition, we receive customer complaints from
time to time. To ensure that reasonable complaints made by each customer are adequately addressed and for risk management purposes, we
have established a customer complaint department at our customer service center. For a complaint received, our customer compliant officer
will first confirm details of the complaint with the customer and then verify the facts with the relevant department. Based on our verification
results and our internal policy, we seek to resolve complaints through discussions with the customer. The complaint and our response are
recorded in the CRM system, and feedback is also provided to relevant departments. We also report complaints to the compliance department,
which will check for noncompliance and advise the relevant department to take rectification measures, if necessary.

Technology Infrastructure

The client software and the CRM system comprise
our core technology infrastructure and enable us to move each key phase of our business operation online.

Our Trading Platforms

Our proprietary platform is an all-electronic
trading system, consisting of host computers, client-side terminals and related communication system. Our trading system supports the
trading and payment/settlement of collectibles, artworks and commodities. It is an electronic platform developed by a third-party software
development company and customized for us, primarily consisting of a matching system, a transaction monitoring system, an account managing
system and a settlement system.

Matching is a core function of our trading platforms.
Our system concludes transactions by matching all of the transactions submitted by the traders. The transaction monitoring system is responsible
for monitoring the daily transactions in real-time to ensure fairness and accuracy in our trading platforms. The settlement system verifies
and reconciles daily statistical data with the banks’ transaction system, and completes the registration and settlement (or payment)
of collectibles or artwork units once the transaction data is verified.

Through our trading platform, we provide customers
with timely and comprehensive market information, investor education programs, simulated trading, research reports, quantitative analysis
tools and interactive customer support functions.

The
website is important as it is the gateway to our trading platform.
It publishes our membership and trading rules, trading information disclosure, and product introductions, and provides services to traders,
such as account management. Traders may open, close and manage their accounts with us on our website. A client-end terminal may be downloaded
from our website. Through the terminal, traders may access their account with us and conduct transactions in collectibles or artwork
units, such as purchasing and selling and submitting inquiries. Data transmission between the traders and our trading system is