Customers Rights

Emirates Islamic Bank PJSC (Emirates Islamic/the Bank) is part of Emirates NBD Group and is one of the fastest growing banks in the UAE.

At the heart of the Emirates Islamic experience is a dedication to the customer. Our customers are our partners, we work together to ensure that we deliver the best results for them and for the Bank. By utilizing Islamic finance tools like Murabaha, Ijarah and Takaful, we reduce the uncertainty in transactions and provide solutions that are right for our customers, whether they are an individual looking to save or a large corporation searching for a long-term partner.

Emirates Islamic wants to make your life easier by offering services that enable you to achieve your financial goals. Our Vision, Purpose, and Values serve as the foundation for our success and the fulfilment of our customers.

We promise to actively listen to you regarding your financial needs and goals and promise to always be transparent with our services and communications. Your feedback and inputs are extremely valuable to us and help us continuously improve our products and services. We promise to work closely together to ensure that you get the right information, at the right time.

We are committed to ensure that our service always meets or exceeds your expectations. This document aims to:
  • Equip you with the information you need to understand all your responsibilities when it comes to your banking journey with us.
  • Protect you and ensure that you understand your rights.
  • Exercise your right to complain in the event that service performance standards are not met or delivered in a timely or proper manner.
  • This document is in alignment with the Code of Fair treatment to read more please click here.

Customer Awareness:

  • Customer information and document submission process:
    1. When starting your banking relationship with us, please share your current personal information with the Bank or the Bank’s representative, including your contact number, email address, passport, Emirates ID etc.
    2. Please fill the Bank’s application form with accurate details in order to allow the Bank to process your application in a timely manner. Make sure to submit your documents through authorized channels of the Bank, through any of the following available options:
      • If you are an existing customer, you can visit our website to update your KYC details and upload your documents (using the file formats supported: PDF, JPEG).
      • Visit our nearest branch to update your profile information and submit the relevant documents to the Bank representative.
      • Contact your Relationship Manager if you have one assigned.
      • Send an email to an Emirates Islamic official email ID, if guided by the Bank representative.
      • Send an email to our Contact Center on [email protected].

      Please note that the Bank or any Bank representative will not ask you to submit your documents through unauthorized channels.

    3. You are requested to update in a timely manner all your personal information such as contact details and ID documents requested by the Bank. As a Bank, we endeavor to always provide you with the best of services. However, we will be constrained to place restrictions, followed by potential discontinuation of services, or even a possible exit of your accounts, in the absence of updated documents.
  • Knowledge, Clarity, and Record keeping
    1. Be aware of your rights, ask questions to get more information about our products and services through the Bank’s representatives or through our touchpoints such as branches, call center etc.
    2. All applications submitted to the Bank or the Bank’s representative for a product or service should be read, filled, and signed by you / authorized signatory appointed by you.
    3. All documents signed by you are the agreement of service contract with the Bank, which legally binds both you and the Bank under the contract. Hence, do not sign any document without completely being aware of it, as the signature is an approval and agreement of the document by yourself / authorized signatory appointed by you.
    4. All transactional payments must be made through the Bank account and receipts, or transaction reference details should be obtained by you for future reference.
    5. It is recommended that you obtain a copy of signed agreements, documents or transaction receipts from the Bank or the Bank’s representative for future record keeping purposes.
    6. Below are some important facts to be aware of:
      • The Bank or the Bank’s representative will never ask you to sign a blank application form.
      • The Bank or the Bank’s representative will never ask you to sign a pre ticked application.
      • The Bank or the Bank’s representative will never ask you to sign a blank security cheque.
      • The Bank or the Bank’s representative will never ask you to pay upfront fees or charges in person for any product or service.
  • Understanding how to obtain a product or service from the Bank and its usage:
    1. Provide clear details regarding your profile, as it will help the Bank’s representative to offer you with the service and/or product suitable to your needs.
    2. Use the Bank’s products or services in accordance with the Bank’s terms and conditions.
    3. Disclose all your existing financial obligations in order to help the Bank accurately evaluate your credit standing and eligibility.
    4. Plan and utilize the Bank’s product or service effectively to avoid any financial risk for the future.

Risk Management:

  • Be assertive, avoid risk through clarification.
    1. Sign the application form for any product or service after reading and understanding the terms and conditions. In case you have questions or are uncertain of any terms on the form, feel free to ask questions and seek clarity from the Bank representative.
    2. The terms and conditions clearly define the agreement, which has a legal binding of contract with implications if not followed by both the parties - “Bank & Customer”.
  • Report unauthorized transactions to your bank
    1. Report any unauthorized transactions on your account or profile immediately to the Bank through our Call Center or through our website.
  • Do not disclose your banking information
    1. The Bank or any Bank representative will never ask for your Online or Mobile Banking username or password, your 3-Digit Security Code (CVV) on the back of your Card, your authentication Code, One Time Password (OTP) or Smart Pass PIN or request you to call a mobile number in an official communication. You may reach out to us through our Call Center on 600 599 995.
    2. The Bank will never send you a link on your registered email to update your sensitive information such as Passport, Emirates ID or password through a link. If you receive such an email, it is most likely fraudulent.
    3. If you believe that you are a victim of fraud, report your case to the Bank through the Bank’s Call Center or by visiting the nearest branch.
    4. Be aware of the different kinds of fraud. The first step of protecting yourself against fraudsters is by educating yourself. Click here to know more about security awareness.
  • Power of Attorney (POA)
    1. When appointing a POA, please clarify the roles and responsibilities he or she will perform on your behalf.
    2. Visit a Bank branch to update and exclude a POA, if the requirement has changed, as this will keep your account and profile secure.

Customer Experience:

  • Professional Support
    1. Our staff are trained to address all your queries and concerns with utmost respect and professionalism.
    2. Approach the Bank’s representative to discuss any financial challenges and obtain recommendations for alternate options.
    3. In case of escalations, you can ask the Bank’s representative for contact details of their line manager and reach out to them for any support.
  • Know how to raise a complaint or query
    1. Our staff are trained to address all your queries and concerns with utmost respect and professionalism. In case of escalations, you may reach out to staff line manger such as team leader, branch manager, sales manager etc. and details of which can be shared by the bank representative in case you require the same.
    2. In case of any service disruption, query or complaints and escalations, you may reach out to us using the following channels:
      • Contact our 24-hour Call Center on 600 599 995 (International: +971 600 599 995)
      • Visit your nearest Emirates Islamic branch and speak to a Customer Service representative.
      • Contact your Relationship Manager if you have one assigned.
      • Visit the Contact Us page on our website and select the "Complaints" option in the "Nature of Enquiry" tab and submit your details.
      • Email us on [email protected].
      • For any Financial Remediation queries, reach out to us on [email protected] or by calling 600 542 520.
  • Suggestions & Feedback
    1. We value and appreciate any feedback from you for the purpose of service enhancement.
    2. You can share your feedback and suggestions through any of our following channels:
      • Website - contact-us
      • You may receive a phone call through a third party quality assurance agency appointed by the Bank, to rate your experience. Please take the time to answer these calls and share your feedback. The third party agency will never ask you for personal information such as User name, password, OTP or any other sensitive information.
      • You may also receive an email on your registered email address asking you to rate your experience.
Copyright © 2024 Emirates Islamic Bank (P.J.S.C.) is licensed by the Central Bank of the UAE.