For an optimal experience please rotate your device to portrait mode
In ADIB, we are committed to provide our valued customers with the best services that meets or exceeds global standards. In the rare and unfortunate event resulting in customer complaints, we will do our best, operating within a robust, independent and comprehensive complaints handling framework, to not only sort them swiftly to our customers’ satisfaction; but more importantly to proactively prevent them from recurring.
A complaint is a verbal or written expression of dissatisfaction by customers on a product or a service provided by ADIB. As a customer, you have the right to seek clarification, feedback, or justification on any of your experiences with ADIB within the following areas:
We have made it easy and simple for our valued customers to voice their concerns/complaints free of any charges or cost. You can raise your concerns/complaints through following channels:
If you were not satisfied with the resolution or it is taking too long to resolve your issue, you have the right to escalate this to ADIB management as per the following:
Alaaeddin Abu MuheisenHead of Complaints Resolution Unit, Customer Excellence Group
Send the complaint reference number to: HeadOfCRU@adib.com
In case there is no update or resolution of your concern/complaint after escalating to level (1) within 2 business days or not satisfied with the resolution provided by the Head of Complaints Unit.
Maher Al RuzChief Customer Officer, Customer Excellence Group
Send the complaint reference number to: cco@adib.com
“Sanadak” is an independent Ombudsman Unit that looks after customer complaints with financial institutions and aims to settles banking disputes impartially, fairly and transparently between customers and financial institutions.
Accordingly, you may escalate your complaint to “Sanadak” in case you were not satisfied with the resolution, or if we fail to provide you with a final resolution within 30 calendar days.
You can refer to Sanadak website using the below link to check your eligibility to file a complaint and register it accordingly.
Sanadak Complaints portal: https://www.sanadak.gov.ae/en/
A Leading Islamic bank with a Strong Customer Franchise
Locate your nearest ADIB Branch, ATM, CCDM or Smart Teller
Got a question? We are here to help you
Write, call or send a message
