Al Hilal Bank | Service Promise

^{Service Promise} Help us improve your banking experience
As your banking partner, giving you complete and efficient control over your finances is imperative. While we strive to avoid any issues, it is also possible that problems may arise. In that case, you can always count on our Customer Care Team to resolve your issues as quickly as possible.

Our Mission

To contribute to the national growth and prosperity of the UAE whilst raising the positive profile of Islamic banking globally in turn creating value for all stakeholders.

Our Vision

To consistently set new standards that re-define the Islamic banking market across the world.

Our Values

Integrity

We do the right things even when no one is looking

Care

We protect our people and honor our commitments

Ambition

We strive to be the best every day

Respect

We value our collective diversity

Discipline

We do things right every time

Our service Commitments

We greet others with a genuine smile
We listen to and acknowledge others needs courteously and professionally
We take ownership of others needs and see them through to resolution
We are acknowledgeable, honest and reliable
We dress professionally and presentably

How to log complaint

A complaint is an expression of dissatisfaction from customers either in written or verbal on any of our products, services or employee behaviors.
A suggestion, inquiry or feedback about the bank’s products and services will not be considered as a complaint, they will be directed to the concerned teams to review and respond to customers.
Call the Al Hilal Bank Contact Centre at 600 522229 / +971 26356020
Fill out the online complaint form on www.alhilalbank.ae
Send an email to complaints@alhilalbank.ae
Visit our Customer Care Department in the following location:
Eastern ring road
Al Bahr Tower – Al Hilal Bank Head Office Abu Dhabi – United Arab Emirates

What is complaint resolution process?

We take customer complaints very seriously. Our aim is to always resolve issues at the first point of contact. However, in cases where a detailed analysis is needed, the complaint will be escalated to our dedicated Customer Care team who will ensure that the matter is resolved and the outcome is communicated properly to the customer.

When a complaint is escalated, the Customer Care team will:

Registration: Register your complaint
Acknowledgment: Send you an SMS with the reference number
Investigation: Investigate the incident and escalate it to the respective department for resolution
Resolution: Contact you to inform you with the resolution and decision taken

We aim to resolve all complaints within 72 working hours. However, if the issue is complex and requires further investigation or approvals, the process might take longer. In such cases, the customer will be kept up-to-date of accordingly.

What if I’m not happy with the resolution?

We always tend to resolve all complaints to our customer’s satisfaction. If you feel that you are still not satisfied with the result or the manner in which your complaint was handled, you may refer the matter to the UAE Central Bank.

How to file a complaint with Central bank

You may file the complaint online, by fax or in person by visiting any of the Central Bank branches in Abu Dhabi, Al Ain, Dubai, Sharjah, Ras Al Khaimah or Fujairah.

P.O.Box 63111

Abu Dhabi, United Arab Emirates

Tel: +9712 665 2220

Fax: +9712 665 2504

Email: uaecb@cbuae.gov.ae

Website: www.centralbank.ae