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Fatima from DIB
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We are listening

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We strive to give you the best possible service. If we have fallen short or you are unsatisfied in any way, it is important that we hear about it. This gives us the opportunity to investigate, make things right and improve our services for everyone.

We will take your complaint seriously and aim to find a timely resolution upholding our complaint handling principles.

Complaint Handling Principles:

  • To provide accessible ways for customers to make complaints free of cost.
  • To treat customers’ concerns with empathy.
  • To make transparent and reliable responses to customers’ complaints.
  • To provide an added layer of security to customers.
  • To ensure fairness to customers.

Any Questions?

What is a complaint?

A complaint is a written or verbal expression of dissatisfaction in respect of our products, services, actions, policies or procedures.

Who can submit a complaint?
  • Any of our existing or prospective customers, or subject to legal terms and conditions, their representatives.
  • Non-DIB customers.
What does this mean for you as a customer?

You can complain about our services, any regulated financial product or service, promotional activity or unfair practice, including but not limited to the following:


An inquiry, suggestion or feedback about our products and services shall not be considered a complaint and will be directed to the respective team.

The following examples will not be considered as complaints:

  • General dissatisfaction, which is not related to an issue from our side (e.g. branch location, approved and fully disclosed fees, and profit rates, etc.).
  • Service requests which are yet to be submitted through one of our official channels.
  • Pending service requests which are still within the agreed turnaround time disclosed to you.
  • Inquiries, suggestions or feedback about us or our products and services.
How to complain to us?
  • Gather any supporting documents, records and details that will assist us in the investigation of your complaint.
  • Get in touch with us through one of the following channels to let us know about your complaint:
    • During business hours:
      • Visit any branch
      • Contact your Relationship Manager (if you are eligible for an RM)
    • At any time:

For written complaints please include your full name and details of how we can contact you, your account and the circumstances surrounding your complaint to help us conduct an effective investigation.

What to expect?
  1. Upon receipt of your complaint we will provide you with a unique reference number for tracking and follow up purposes.
  2. We will acknowledge your complaint within 2 business days through SMS or a recorded call.
  3. We will strive to respond to your complaint within an estimated average of 5 business days. 
  4. If the timely response or communication  is not possible due to the nature or complexity of your complaint, we will  inform you that we need more time to investigate and keep you informed of the progress of the investigation on weekly basis.
  5. If you have not received a resolution in the provided timeframe, we will inform you about the reasons for the delay and provide you with a final response via recorded call or SMS within 30 business days. 
What if you are unhappy with the outcome of your complaint?

If you have a complaint about our products or services, you should always address this complaint directly to us first.  If we have not provided you with a final response within 30 business days or you are unhappy with our response, you can escalate your complaint along with your complaint number and contact details to complaint.escalation@dib.ae.

If DIB has not adhered to the above-mentioned outlined procedures and timelines, you can escalate your complaint to the Central Bank of the UAE.
Which complaints can you escalate to the Central Bank?

You can escalate complaints given any of the following conditions:

  • You are not satisfied with our final decision.
  • DIB has not provided you with a resolution within 30 complete business days of your complaint submission.
  • DIB refuses to accept your complaint.
How can you escalate your complaint to the Central Bank of the UAE?
  • We encourage you to follow up with us first to ask about the status of the complaint investigation process (we might have contacted you but have been unsuccessful in reaching you).
  • You can file your complaint with the Central Bank of the UAE or get more details via: https://centralbank.ae/en/consumer-protection