ADIB | Service Catalogue - Accounts Services

New Account Opening

Required Documents	KYC,Supporting docs like Salary certificate/income proof,residence proof for high risk
Required forms to be filled	Account Opening form,BSA,EDD for high risk
Customer Journey	Customer's Journey: Visit the branch, submit documents to CRO for verification and risk assessment and sign the docs for request processing.
Eligibility (who is eligible for this service)	All ADIB Retail/Ind customers* *-Subject to Bank's approved SOPs and policies
Terms and Conditions	All T&Cs are mentioned in the manual/digital forms pertaining to the specific request.Customer is requested to sign the docs with T&Cs
Service time	15
Processing Time	Same day
Fees/ Charges/ Tarrifs	NA
Channels	Branches,ADIB@Work, Priority Banking

Upgrade / Downgrade from Rise,Gold or Diamond Priority Banking Services

Required Documents	EID/Passport
Required forms to be filled	Customer Segment Change form,Customer ID update form digitally generated by BPM
Customer Journey	Customer's Journey: Visit the branch, submit documents, sign the docs/app, go to CRO for request processing
Eligibility (who is eligible for this service)	Personal Banking class codes only – excluding Private banking class codes* *-Subject to Bank's approved SOPs and policies
Terms and Conditions	All T&Cs are mentioned in the manual/digital forms pertaining to the specific request.Customer is requested to sign the docs with T&Cs
Service time	8
Processing Time	Same day
Fees/ Charges/ Tarrifs	NA
Channels	Branches,RCC,Priority Banking

Subscription to Mazaya Bundle for all Retail Banking Resident - Mass, and Rise Customers

Required Documents	EID/Passport
Required forms to be filled	Mazaya Subscription Form
Customer Journey	Customer's Journey: Visit the branch, submit documents, sign the docs/app, go to CRO for request processing
Eligibility (who is eligible for this service)	Account class codes 101 AED Current Account 120 AED Electron Account 201 AED Saving Account 243 AED Ghina Saving Account 256 AED Ghina Salaried Account 389 Mazaya class code 390 ADIB @ Work Mazaya Segment
Terms and Conditions	All T&Cs are mentioned in the manual/digital forms pertaining to the specific request.Customer is requested to sign the docs with T&Cs
Processing Time	Same day
Fees/ Charges/ Tarrifs	AED 105
Channels	Branch

Information Update

Required Documents	EID/Passport,Salary Certificate,Address proof
Required forms to be filled	Customer Maintenance form,name change form,linked account relationship form digitally generated by BPM
Customer Journey	Customer's Journey: Visit the branch, submit documents, sign the docs/app, go to CRO for request processing
Eligibility (who is eligible for this service)	All ADIB Retail Customers
Terms and Conditions	All T&Cs are mentioned in the manual/digital forms pertaining to the specific request.Customer is requested to sign the docs with T&Cs
Service time	10
Processing Time	Before 2 PM-Same Day After 2 PM- Next business day
Fees/ Charges/ Tarrifs	NA
Channels	Branches,PRB,Priority,CUBG,GPCU,RCC,DSU

Activation of Dormant (unused for at least 3 years) Accounts

Required Documents	EID,Passport copy,VISA page,KYC form,OMNI check,Central bank screenshot,CRS,EID Validation form
Required forms to be filled	Dormant Account Activation ( BPM generated)
Customer Journey	Customer's Journey: visit the branch,submit the document, sign the docs,submits from the application
Eligibility (who is eligible for this service)	All ADIB Customers except Private Banking* *-Subject to Bank's approved SOPs and policies
Terms and Conditions	All T&Cs are mentioned in the manual/digital forms pertaining to the specific request.Customer is requested to sign the docs with T&Cs
Service time	5
Processing Time	Before 2PM: Same day After 2PM: next working day
Channels	Branches,WBG,ICD,Collections,Community Banking,Escrow Management

Activation of account when minors turn 21

Required Documents	BSA form, EDD KYC, Individual account opening form, Passport of Primary holder, EID & EID Validation, CRS, Debit card form, Check List , Omni & CB, Guardian cancelation form if costumer is below 20 years 11 month or Legal document or court approval or POA
Required forms to be filled	Customer Request Form -Digitally generated by BPM
Customer Journey	Customer's Journey: Visit the branch, submit documents, sign the docs/app, go to CRO for request processing
Eligibility (who is eligible for this service)	ADIB account holders who were minors have now completed 21 years of age* *-Subject to Bank's approved SOPs and policies
Terms and Conditions	All T&Cs are mentioned in the manual/digital forms pertaining to the specific request.Customer is requested to sign the docs with T&Cs
Service time	20
Processing Time	Same day
Channels	Branches

Un-subscription of the Mazaya Bundle on opt-out basis.

Required Documents	EID/Passport
Required forms to be filled	Mazaya UnSubscription Form
Customer Journey	Customer's Journey: Visit the branch, submit documents, sign the docs/app, go to CRO for request processing
Eligibility (who is eligible for this service)	Mass Rim Class code 389 and ADIB @ Work Mazaya Segment 390
Terms and Conditions	All T&Cs are mentioned in the manual/digital forms pertaining to the specific request.Customer is requested to sign the docs with T&Cs
Processing Time	Same day
Fees/ Charges/ Tarrifs	NA
Channels	Branches

Setting up Sweep and OD protection on the account to prevent transaction failure due to insufficient funds

Required Documents	EID/Passport
Required forms to be filled	Sweep /OD digital form generated on BPM
Customer Journey	Customer's Journey: Visit the branch, submit documents, sign the docs, go to CRO to pay fees/ charges(if applicable)
Eligibility (who is eligible for this service)	All ADIB Customers* *-Subject to Bank's approved SOPs and policies
Terms and Conditions	All T&Cs are mentioned in the manual/digital forms pertaining to the specific request.Customer is requested to sign the docs with T&Cs
Service time	9
Processing Time	Same day
Fees/ Charges/ Tarrifs	NA
Channels	Branches,PRB,CUBG+V9:AC9

Processing requests to add, update or delete signatures

Required Documents	KYC,any legal doc,EID
Required forms to be filled	Request form generated by BPM
Customer Journey	Customer's Journey: Visit the branch, submit documents, sign the docs/app, go to CRO for request processing
Eligibility (who is eligible for this service)	All ADIB Customers including Non Individual Private banking clients
Terms and Conditions	All T&Cs are mentioned in the manual/digital forms pertaining to the specific request.Customer is requested to sign the docs with T&Cs
Service time	10
Processing Time	Same day
Channels	Branches,Priority Banking , Private Banking

Processing applications for Standing Orders within or outside the UAE for ADIB accounts

Required Documents	EID/Passport
Required forms to be filled	Standing Order Form
Customer Journey	Customer's Journey: Visit the branch/logs request in through respective channels, submit documents, sign the docs, go to CRO to pay fees/ charges(if applicable)
Eligibility (who is eligible for this service)	All ADIB Customers* *-Subject to Bank's approved SOPs and policies
Terms and Conditions	All T&Cs are mentioned in the manual/digital forms pertaining to the specific request.Customer is requested to sign the docs with T&Cs
Service time	8
Processing Time	Before 1 PM-Same Day After 1 PM- Next business day
Fees/ Charges/ Tarrifs	Charges as per customer segment/charity
Channels	Branches,IB

Processing of Demand Draft (DD) or issuance of Manager Cheque

Required Documents	EID/Passport
Required forms to be filled	Demand Draft Form
Customer Journey	Customer's Journey: Visit the branch, submit documents, sign the docs, go to teller to pay fees/ charges(if applicable)
Eligibility (who is eligible for this service)	All ADIB Customers* *-Subject to Bank's approved SOPs and policies
Terms and Conditions	All T&Cs are mentioned in the manual/digital forms pertaining to the specific request.Customer is requested to sign the docs with T&Cs
Service time	8
Fees/ Charges/ Tarrifs	Auto debited from AMBIT system based on segment
Channels	Branches

Manual Cash Deposit & Withdrawals

Required Documents	EID/Passport
Customer Journey	Customer's Journey: Visit the branch, submit documents, sign the docs, go to teller to pay fees/ charges(if applicable)
Eligibility (who is eligible for this service)	All ADIB Customers
Terms and Conditions	All T&Cs are mentioned in the manual/digital forms pertaining to the specific request.Customer is requested to sign the docs with T&Cs
Service time	3
Fees/ Charges/ Tarrifs	NA
Channels	Branches

Linking, De-linking, and Limit change for Debit Cards

Required Documents	EID/Passport
Required forms to be filled	Debit card Linking/delinking form
Customer Journey	Customer's Journey: Visit the branch, submit documents, sign the docs, go to CRO to pay fees/ charges(if applicable)
Eligibility (who is eligible for this service)	All ADIB Retail Customers* *-Subject to Bank's approved SOPs and policies
Terms and Conditions	All T&Cs are mentioned in the manual/digital forms pertaining to the specific request.Customer is requested to sign the docs with T&Cs
Service time	7
Processing Time	Before 2 PM-Same Day After 2 PM- Next business day
Fees/ Charges/ Tarrifs	NA
Channels	Mobile App, Branches

Debit card replacement

Required Documents	EID/Passport
Required forms to be filled	NA
Customer Journey	Customer's Journey: Visit the branch/logs request in through respective channels, submit documents, sign the docs, go to CRO to pay fees/ charges(if applicable)
Eligibility (who is eligible for this service)	All ADIB Retail Customers
Terms and Conditions	All T&Cs are mentioned in the manual/digital forms pertaining to the specific request.Customer is requested to sign the docs with T&Cs
Service time	5
Fees/ Charges/ Tarrifs	upto 25 AED + VAT based on segment
Channels	Branch,Mobile App, RCC, IB,Priority Banking

Debit Card Dispute

Required Documents	Supporting documents
Required forms to be filled	Card holder dispute form
Customer Journey	Customer's Journey: Visit the branch, submit documents to CRO and sign the docs for request processing
Eligibility (who is eligible for this service)	All ADIB CC and DC holders
Terms and Conditions	All T&Cs are mentioned in the manual/digital forms pertaining to the specific request.Customer is requested to sign the docs with T&Cs
Service time	8
Processing Time	Minimum 5 Business days
Fees/ Charges/ Tarrifs	NA
Channels	Branches,RCC

Accounts Closure

Required Documents	EID/Passport
Required forms to be filled	Account Closure form, Takharouj form generated by BPM
Customer Journey	Customer's Journey: Visit the branch, submit documents, sign the docs/app, go to CRO for request processing Process: Initiator(M&C) -> SO Cancellation(M&C) --> AST(M&C)
Eligibility (who is eligible for this service)	All ADIB Customers* *-Subject to Bank's approved SOPs and policies
Terms and Conditions	All T&Cs are mentioned in the manual/digital forms pertaining to the specific request.Customer is requested to sign the docs with T&Cs
Service time	7
Processing Time	Same day
Fees/ Charges/ Tarrifs	NA
Channels	Branches,GPCU,BBD,WBG,PRB,CUBG,ADIB@Work,CAO Maker