Our Promise
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.
What is a Complaint?
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:
- Bank Products
- Services and Servicing Channels
- System performance
- Shari’a compliance related issues
- Fees & Charges
- Promotional/ Marketing activities
- Outstanding payments and Installment Collections
- Customer touch points (Branches, Call Centre, Direct Sales Unit)
- Security and privacy
How to file a complaint?
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:
How do we handle customer complaints:
- You can log your complaint (for free) using any of our complaints’ channels indicated above.
- Once logged, you will receive an SMS sent to your registered mobile number with your complaints’ reference number.
- Your complaint will be acknowledged by one of our complaints’ handling specialist within “2 working days”.
- Based on the outcome of the call and the nature of the issue, an estimated timeline of the complaint resolution will be provided.
- Our aim is to resolve your complaint within 4 working days. However, In the event of exceeding the agreed timeline, our staff will contact you to explain the reasons for the delay and agree on a new timeline.
- Once concluded, our staff will contact you on a recorded call to officially explain to you the resolution and confirm the closure of your complaint, followed by an SMS.
How to escalate your complaint within ADIB:
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:
| Level (1) |
|---|
| When to escalate? | - Not satisfied with the resolution provided
- Nobody called you within 2 working days after logging your complaint
- Complaint took more than “4 working days” to be resolved
|
|---|
| To whom? |
Alaaeddin Abu Muheisen
Head of Complaints Resolution Unit, Customer Excellence Group |
|---|
| Email |
Send the complaint reference number to : HeadOfCRU@adib.com |
|---|
| Level (2) |
|---|
| When to escalate? | 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. |
|---|
| To whom? |
Maher Al Ruz
Chief Customer Officer, Customer Excellence Group
|
|---|
| Email |
Send the complaint reference number to : cco@adib.com |
|---|
Still not satisfied and want to escalate your concern
“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/