Service Promise

We don’t just make promises, we keep them.

At Emirates Islamic, we always put you - our customer - at the centre of everything we do. We are committed to provide you with the best service experience and have introduced new guidelines based on Transparency, Fairness, Reliability, Empathy and Accessibility to improve your interactions with us.

Our Service Promise:

  • To provide full transparency to customers filing complaints
  • To treat customers’ concerns fairly
  • To provide reliable and consistent responses to customer’s complaints
  • To approach customers’ concerns with empathy
  • To improve accessibility and receive customer feedback over different channels

We don’t just make promises, we keep them.

How and where to complain?

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

  • Visit your nearest Emirates Islamic branch and speak to our Customer Service representative
  • Contact our 24-hour Call Center on 600 599 995
  • Visit our website (www.emiratesislamic.com) and address your complaint to us via the “Call us” page

How long will it take?

We will try to solve your complaint as quickly as possible. However when you raise your complaint, we will provide you with a reference number and expected resolution-time. You can track the progress of your complaint by using this reference number.

If we have been unable to provide you with a full and satisfactory resolution, you have the right to refer your complaint to the UAE Central Bank.

Please keep in mind that The UAE Central Bank website states that:

“Before filing a complaint with the Central Bank, every effort should be made in order to settle the matter directly with the concerned bank or financial institution.” www.centralbank.ae

 

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