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Customer Rights Protection
Customer Rights Protection
Every detail makes a great difference in knowing all the features and services offered by Emirates NBD
Our goal is to spread the awareness of customers’ rights, and to clear the relationship between the bank and its customers. Also, the bank abides by protecting the rights of the customers, while dealing with any services or products, and to inform them clearly with all the charges, terms and conditions related. Moreover, the bank is committed to keep the privacy of the accounts of all the customers against fraud or scam, in addition to supporting our customers in solving any problem in a fixed period of time.
With Emirates NBD every single detail matters.
Therefore, to protect the rights of your accounts, an independent department has been established in the bank for customer rights protection, its goal is protecting your interests, transactions and spreading banking awareness so that you can take sound decisions in order to ensure justice, transparency, maintain confidentiality of data, and work to meet the needs and complaints submitted by you.
Important principles of customer rights protection:
Know your rights:
You must know:
Complaint mechanism:
Now all customers will be able to submit, follow up and get the final decision on their complaint. All they have to do is click on the application link on our website and fill in the required data and it will take one working day to contact you, follow up on your complaint and we will give you a reference number for your complaint. This includes our communication with you in a professional and efficient way. You can also submit complaints to the Consumer Rights Protection Department through the following channels:
The bank is obligated to respond to the complaint within a maximum of 15 working days from the date of receiving the complaint, except for complaints related to transactions with third parties, for which the customer will be notified of the period necessary to investigate such complaints.
The client should not escalate his/her complaint to the CBE prior referring to the bank and get the final feedback for his/her complaint.
In the event that the bank or the service provider is notified of the non-acceptance of the response, the complaint will be reviewed and the final response to the customer shall be within a maximum of 15 working days.
Terms and conditions apply
Tax registration number 204-897-319