We are listening

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

• Any of our existing or prospective customers, or subject to legal terms and conditions, their representatives.
• Non-DIB customers.

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.

• 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:
• Phone Banking +971 4 609 2222
• Online and Mobile Banking
• E-mail: Contactus@dib.ae
• DIB Website Complaint Form www.dib.ae/feedback
• By mail: Complaints Management Unit, Dubai Islamic Bank, PO Box 1080, Dubai, UAE

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.

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 calendar days. 

If you have a complaint about our products or services, please address the complaint directly to us and we would be happy to resolve the issue. In cases where:

• You are unhappy with our response, you may escalate the complaint to complaint.escalation@dib.ae and provide them with your complaint number and contact details.
• We have not provided you a final response within 30 calendar days, or you remain dissatisfied with our response, you may escalate your complaint to Sanadak (Ombudsman Unit for the United Arab Emirates).

You may escalate your complaint under any of the following conditions:

• You are not satisfied with our final decision.
• We have not provided you with a resolution within 30 calendar days of your complaint submission.
• We have refused to accept your complaint.

• 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 may escalate the complaint to complaint.escalation@dib.ae. If you require further information, visit www.sanadak.gov.ae