^{Service Promise} Al Hilal Bank Service Promise

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

A complaint is an expression of dissatisfaction from customers, either in writing or verbal, on any of our products, services or employee behaviours.

A suggestion, inquiry or feedback about the Bank's products and services will not be considered as a complaint, will be directed to the concerned teams to review and respond to customers.

Call the Al Hilal Bank Contact Centre on 600 522 229/+971 600 522 229

Send an email to [email protected]

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 team who will ensure that the matter is resolved and the outcome is communicated properly to the customer.

When a complaint is escalated, the Complaint Department will:

• Registration: Register your complaint.
• Acknowledgment: Send you an SMS and email to your registered contact information 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 48 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 accordingly.

We always tend to resolve all complaints to our customers 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 Sanadak.

If you have any positive feedback, suggestions or complaints, feel free to:

Call us on 600 522 229

Chat with us on the Al Hilal Bank app

Our Customer Care team is always ready to help.

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.

Established in 2023 by the Central Bank of the UAE, Sanadak is an independent Ombudsman Unit catering to the consumers of Licensed Financial Institutions (LFIs) and Insurance Companies for the resolution of complaints. It will provide an independent process to resolve complaints between consumers, LFIs and Insurance Companies that have not reached an amicable settlement through their internal processes in accordance with the regulations set by the Central Bank of the UAE.

Ground floor, Emirates Institute of Finance, E25, P15/A, Abu Dhabi, United Arab Emirates

Contact Center: 800SANADAK (800 72 623 25)

Email: [email protected]

Website: sanadak.gov.ae

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