We will always try to resolve your concerns there and then. If this is not possible, we will fully investigate all the issues you have raised and aim to resolve them as quickly as we can, by speaking with you or writing to you. Sometimes it may take a little longer to resolve matters – if this is the case, we will keep you updated on our progress throughout.
What can you do if you’re not satisfied with the response to your complaint?
If you are not satisfied with the response you have received by lodging your complaint / feedback through the channels provided above, or if you do not receive a response within the time frame communicated, you may escalate the issue to the Customer Experience team by emailing [email protected].
A Customer Experience representative will contact you within two working days following receipt of your correspondence.
Customer not satisfied with the Bank’s Response
In the event you are not satisfied with our final response or 30 working days have passed since you first raised your complaint you have the right to refer your complaint to the Central Bank of UAE at the following email address: [email protected] using any of the following channels.