Help us improve your banking experience

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

Ways to reach us

Contact centre

Contact centre

Contact us anytime anywhere available 24 /7
600 522 229

Visit us

Visit us

We will be happy to welcome you at any of our branches. Find the closest branch to you

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