How to complain?
The simplest way to get in touch with us is via our Online Banking or Mobile Banking App. To help you better for a quick resolution, please provide us with the following information:
- Account or National Identification number
- Complete and accurate details of your complaint
- Date and time the problem occurred
Always safeguard your account and card details when sharing with us and never share this information with people you don't know or can't trust.
Complaint Escalation
In case of an objection on the response of your complaint 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.
Click here for Customer Rights Protection.
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).
UAE
