Customer Complaint

How do I make a complaint?

All our employees are trained to assist customers with their complaints. The easiest way to make a complaint is by email, at or by completing the form available online at

You can also complain in our branch or by calling 043986030

Please include in the complaint:
  • Your customer code or ID number (anonymous Complaints don’t require this)
  • The content of the complaint
  • The time frame of the complaint
What happens next?

Once we’ve received your complaint, we will inform you that we’re looking into your complaint within 2 working days. You will receive a complaints reference number, so that you can easily follow your complaint in the future. We may also ask for more information.

Your complaint will be fully investigated by our well-trained team, and we will try to resolve the issues you have raised as quickly as possible by calling or writing to you. Throughout the process we will keep you updated.

What if I’m still not happy?

We will work very hard to find a resolution for your complaint and we are confident we will reach an agreement which is both fair and transparent. If you’re still not satisfied with our Customer Experience team’s response, you have the right to refer your complaint to the Central Bank of the UAE by visiting them at