At Emirates NBD our customers are extremely important to us. We challenge ourselves to meet very high standards of service excellence to make it easy for you and to grant our customers a unique banking experience.
We want you to tell us about your complaint and we will give your complaint our full attention and try to solve it without unnecessary delay while ensuring that you are kept informed throughout the process.
We are pleased to receive inquiries and suggestions from you, because we strive to provide you with excellent customer service.
How will your complaint be handled?
In order to handle your complaint efficiently, we follow the below procedures:
We log your complaint on our system.
Our complaints team will call you within 2 working days and provide you with a reference number relating to your complaint. This will ensure that we can communicate efficiently and effectively with you.
We will work closely with all relevant departments to ensure that a thorough investigation and resolution takes place.
We will contact you regularly by phone to keep you updated on the progress of your complaint.
We will follow-up within two working days from the date of receiving your complaint (except for complaints concerning transactions with other parties. Note that you will be informed about the time required for investigating the complaint).
How to complain?
The simplest way to get in touch with us is via our Online Banking or Mobile Banking App
Using Online Banking
Log in to Online Banking
Under Customer Care, click Complaints
Fill in the complaint form and one of our complaints team will contact you within the specified business days for the complaint
Visit the nearest Branch and speak to a member of our customer service team.
In case there is any objection regarding the complaint reply or you are not satisfied with the final response that you have received, you have the right to refer your case to the Central Bank of Egypt.
Your rights and obligations
In case there is any objection regarding the complaint reply, please notify the bank in writing within 15 days from the reply date, otherwise it will be considered acceptable from your side.
We are pleased to assist you and to receive your complaints in a decent language that does not contain any offensive materials.