Customer Complaint Process

We are committed to resolving customer complaints within a maximum turnaround time of 48 working hours. Our customer care team is committed to investigating, resolving and communicating the outcome of  any complaint raised within this time frame.


How to submit a complaint

You may reach us through your preferred channel:


Via Email:Write to us on

Via Call center: on 600544440 within UAE or  +971 4 503 9000 Outside the UAE and one of our Customer Care agents will be happy to take your feedback and log your complaint.

Via Website: By filling in the Contact Us form

You may visit one of our branches and our staff will be happy to help resolve any complaint you may have. 


What happens next ?

    - We will log your complaint on our system.
    - You will receive an SMS with a unique complaint number.
    - Our team will call you, investigate the case and communicate the outcome within 48 working hours.
    - We will contact you via email or phone to update you with the progress.
    - Finally we will communicate the resolution to you in order to close your complaint.


If for any reason you are not satisfied with our complaint resolution, you have the right to refer your complaint to the Central Bank: