Although we strive to provide you with excellent customer service, sometimes we don’t get things right. In situations like these, we follow the procedure detailed below:

• Log

• We will log your complaint on our system

• Advise

• We will work closely with all relevant departments to ensure that a thorough investigation and resolution takes place

• Communicate

• We will contact you regularly by telephone or email to keep you updated on the progress of your complaint

• Provide resolution

• As soon as we have gathered all relevant information relating to your complaint, we will contact you with a resolution - so we can make matters right

If we don’t manage to meet your service expectations, you can tell us about your concerns in the following ways:

• Visit any of our branches and speak to a member of our Customer Service team or contact your dedicated Relationship Manager.
• Contact our 24/7 hour Call Centre on 600 52 9999, where our staff will be pleased to assist you.
• The simplest way to raise a complaint is by getting in touch with us is via our Online Banking or Mobile Banking App.
• Alternatively, you can email us directly at care@almasraf.ae

We will try to solve your complaint as quickly as possible. Certain complaints may take up to 15 working days or more as our investigation is dependent upon responses from correspondent/ beneficiary banks.