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.
A complaint is a written or verbal expression of dissatisfaction in respect of our products, services, actions, policies or procedures.
You can complain about our services, any regulated financial product or service, promotional activity or unfair practice, including but not limited to the following:
| Category | Complaint Areas / Examples |
|---|---|
| Products |
|
| Services |
|
| Fees And Charges |
|
| Promotion Activities |
|
| Customer Service |
|
| Finance Facilities |
|
| Debt Collection |
|
| Accessibility |
|
| Security / Privacy |
|
| Third Parties |
|
| Sharia compliance |
|
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:
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.
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 calendar 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 Sanadak (Ombudsman Unit for the United Arab Emirates).You can escalate complaints given any of the following conditions:
