How to Complain

How To Complain

Our promises:

At SIB, we are dedicated to providing the highest level of customer experience. We understand that there may be instances where you encounter concerns or issues with our products or services. Rest assured that we are committed to addressing and resolving any complaints in a fair and timely manner and your feedback is of great value to us.

We serve our customers with sound principles of "FAIR" treatment:

• Fairness and Objectivity

• Accessibility and Transparency

• Integration and Efficiency

• Responsiveness and Accountability

Based on these pillars we strive to resolve complaints in a manner that meets your expectations.

What is a Complaint?

A complaint is any expression of dissatisfaction by a customer with product ,service, policy,
procedure or action by SIB that is presented to the bank in written or verbally

How to File a Complaint?

1. Logging & Acknowledgement
- After logging your complaint, you will be acknowledged within 2 working days via an SMS sent to your registered mobile number containing your unique complaints reference number
2. Investigation & Resolution:
- We will thoroughly review and investigate the complaint and take actions to resolve the issue. We may contact you for further details
- Depending on the nature of your complaint, an estimated timeline for the resolution will be provided
- Our goal is to resolve your complaint within 7 working days
- If the timeline is exceeded, you will be notified of the new timeline and the reason for the delay
3. Closure:
- Once your complaint is concluded, we will contact you via a recorded call to officially explain the resolution and confirm the closure of your complaint
- Following the call, you will receive a closure SMS and a written email explaining the final resolution outcome
- You have the right to Escalate if you are unhappy with the handling & outcome or your complaint is not resolved within 30 business days

Where to Complain?

Email us via “Contact Us” www.sib.ae/complaints
Visit our Website www.sib.ae/complaints
Log in to Mobile Banking app or Online Banking platform
Call our Call Center at +97165999999 “24x7”
Visit your nearest Branch and speak to our customer representatives (for branch working hours and location, visit www.sib.ae/findus or scan the QR code at all frontline staff desks
Write a Letter addressed to Customer Complaints Department, with below address : Sharjah Islamic Bank Tower, Al Khan, Sharjah – P.O Box 4, United Arab Emirates

Satisfaction and Escalation

Your Satisfaction is Important

We would like to hear from you; You will receive a satisfaction survey link along with the closure acknowledgement via SMS or Email about our complaint handling and resolution outcome.

Escalation to SANADAK

We always strive to resolve all customer complaints and reach the maximum satisfaction. However, If you are still unsatisfied with the outcome you can file a complaint with the SANADAK (Ombudsman Unit for UAE) via its official channels. Visit SANADAK website: www.sanadak.gov.ae Sanadak is the UAE's first independent Ombudsman Unit dedicated to resolving financial and insurance complaints between consumers and Financial Institutions (LFIs). You may escalate to SANADAK if unsatisfied or unresolved within 30 days.

To File a Complaint