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Contact us
Emirates NBD Egypt is always keen to maintain constant contact with its customers, and we have ensured that whichever channel you wish to use, we are waiting to hear from you.
How can we help you?
TALK TO US
Important notice
Our Call Centre is now available 24/7.
Our Digital Banking Platforms (Mobile Banking and Online Banking) are always available, making banking from home easy and convenient.
For customers calling in Egypt: 16664
For customers calling outside Egypt: (+202) 23661000
Priority Banking call center (24 Hrs):
For customers calling in Egypt: 19267
Business Banking call center:
For customers calling in Egypt: 19436
Timings: 8:00 AM to 8:00 PM except Friday.
Swift Code (Bank Identification Code):
As of October 4th 2014, the Swift Code (BIC) has become EBILEGCXXXX.
Head Office Address:
Plot 85,
El-Tesseen Street,
New Cairo,
Egypt
We have also updated our branch timings. Please check the below link to ensure your convenience.
Our commitment to you
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:
Logging:
We log your complaint on our system.
Advising:
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.
Investigating:
We will work closely with all relevant departments to ensure that a thorough investigation and resolution takes place.
Communicating:
We will contact you regularly by phone to keep you updated on the progress of your complaint.
Feedback:
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
Using Mobile Banking
- Log in to Mobile Banking
- Enter the required details
24/7 Call Centre
- Call us: 16664
- Outside Egypt: +20 (0)2 23661000
- Priority Banking: 19267
Visiting Branch
Visit the nearest Branch and speak to a member of our customer service team.
Complaint Escalation
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.
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