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A new department has been created for the purpose of receiving complaints from customers to address the problems encountered and to answer the inquiries and be according to the following mechanism:

  • Submit a written complaint with the bank by e-mail or visit a branch of the bank and explain the problem or request
  • Keep a copy of the complaint indicating the date of receipt
  • When taking the above steps and the problem is not resolved within (15) days or the proposed solution is unsatisfactory, please submit a complaint by any of the means listed below.
  • Please provide a copy of proof of identity as proof that you are the customer concerned with the bank

What will happen next?

You will be provided with an acknowledgment of receipt of the complaint and reference number, after which the Customer Protection Department will study the complaint in coordination with the concerned department. The department may request additional information or clarification from you and the bank will inform you of the result.