We're committed to making our customers’ lives simpler.
At Emirates Islamic, our goal is to make your life simpler by providing solutions that help you fulfill your financial aspirations. The success and satisfaction of our customers is driven by our Vision, Purpose and Values.
Our promise to you:
- We care about you and promise to actively listen to your financial needs and goals
- Your financial needs and aspirations are our priority
- We will always be transparent with our services and communications
- We value your feedback and inputs so that we continuously improve our products and services
- We work closely together to ensure that you get the right information, every time you interact with us
- We will actively seek out ways to create opportunities for you
- We promise to keep all your information and details classified
The Code of Fair Treatment
The Code of Fair treatment to our customers is a reflection of our Vision, Purpose and Values that we live through on a daily basis. It is also our commitment to customers, to ensure that our service meets your expectations. The policy aims to:
- Equip our customers with key knowledge you need to understand all processes and products related to your journey with us
- Protect our customers 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
1. Organization Culture and Governance
As a valued customer, you can be confident that your fair treatment is central to our organization’s culture.
Emirates Islamic deals fairly and honestly with its customers at all stages of the relationship, as it is an integral part of our Bank’s culture and special attention is given to the needs of vulnerable persons and groups. We have dedicated teams to monitor our internal processes and review all complaints in a fair and independent way.
2. Product and Service Design
Our products and services are designed and marketed in a Shariah compliant manner to meet the needs of identified consumer groups.
Emirates Islamic’s service design focuses on the overall customer experience.. It focuses on crucial points of contact with customers such as initial contact, engagement phase, and feedback on post-consumption experiences.
This customer-centric approach is present in each department of Emirates Islamic and is reflected in our values.
3. Assisting People of Determination
Emirates Islamic is committed to providing special assistance to people of determination through disability friendly premises and regular training to staff. This is to ensure that people of determination have access to services on equivalent terms with other consumers.
4. Transparency
Emirates Islamic is committed to communicate and provide you key information in a transparent way.
- We provide up to date information about products and services to customers during all stages of the relationship
- Information is easily accessible, clear, simple to understand, accurate, not misleading and includes any potential risks for the customer
- It contains the rights and responsibilities of each party, including the mechanism for either party to end the banking relationship, as well as details of fees, pricing and any potential penalties that the customer may incur
- Any advice given to customers is suitable and takes account of the customers’ circumstances. Employees are strictly prohibited from mis-selling or misrepresenting the Bank or its products or services as per the Bank’s policies and Code of Conduct
5. Education and Awareness
- Emirates Islamic develops programs and appropriate mechanisms to help existing and future consumers develop the knowledge, skills and confidence to appropriately understand risks, including financial risks and opportunities, make informed choices and know where to go for assistance
- We are increasingly focused on a company culture where our customer’s best interests are at the heart of the process. Ultimately this leads to consistently good customer outcomes. Where our customers receive advice, it is tailored to your needs and takes account of your circumstances
6. Service Performance and Standards
Emirates Islamic’s products and services are designed to meet a set of service performance standards and delivered in a timely manner. We have multiple control mechanisms in place to identify and address system and administrative errors through Business Intelligence and Customer Relationship Management tools.
We highlight what you can expect from the product, in order to set your expectations for the future, helping to ensure you have a good overall experience with us. Our staff have a good, solid understanding of the products they are advising through regular training updates that include both product information and customer relation policies.
7. Customer Complaints
We have dedicated complaint management teams to review and respond to complaints in a timely manner.
- You have the right to report and/or dispute any non-agreed terms of the products and services provided to you
- Emirates Islamic provides customers access to adequate complaints handling mechanisms that are accessible, free of cost, independent, fair, accountable, timely and efficient in line with both the Central Bank of the UAE’s as well as the UAE Banks Federation’s guidelines
- Customers receive regular status updates on their complaints and get a resolution within a defined turnaround time. We perform regular analysis and reporting of customer complaints, based on which, our products, services and processes undergo regular review and improvement
8. Data Protection and Privacy
Emirates Islamic has strict guidelines on data protection and privacy, in line with the standards and regulations set by the competent authorities.
- Any personal and financial information you provide to us is protected and only used in ways you would want us to
- We ensure that staff who breach our privacy guidelines will be subject to strict disciplinary actions
- We will use your information to tailor the financial solutions we offer to you and any other opportunities to help you reach your financial aspirations
- We will not share your information with any external companies unless we have your consent or are required by law
- We will attempt to keep customer files accurate. Systems are in place to store customer financial information, which is accessible by customers when permissible
- We take appropriate measures to ensure that customer privacy is respected. We protect customers’ financial and personal information through control and protection mechanisms governed by internal processes
- We commit to manage any conflict of interest fairly and in a manner that meets customers’ best interests
