We are here to listen
Complaints & Feedback
Speak directly with our Complaint Officer, find your local branch or read the published Citizen’s Charter.
Find your next stepThe Citizen’s Charter asks customers to bring a service or product complaint to the relevant branch manager. A feedback or complaint form can be requested at the branch and submitted against acknowledgement, or sent by email.
For cash not dispensed, a short cash payment, a duplicated debit, or a lost or stolen card not blocked after being reported, the Charter directs customers to the branch where the account is maintained or the designated contact person. Provide the relevant transaction details to the bank.
The published Charter describes escalation to the Deputy Chief Operating Officer at Head Office, then to the Chief Operating Officer if not redressed within 15 days, and finally to the Chief Executive Officer after the earlier channels have been exhausted. Read the full Charter for the published process. Anonymous complaints are not entertained under the Charter.
Publications
Official publicationsFor current account or product terms, speak with your branch.
Islamic mobile banking app
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