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.
We do the right things even when no one is looking
We protect our people and honor our commitments
We strive to be the best every day
We value our collective diversity
We do things right every time
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:
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.
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.
Abu Dhabi, United Arab Emirates
Tel: +9712 665 2220
Fax: +9712 665 2504