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To File a Complaint

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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?

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 Central Bank

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 UAE Central Bank via its official channels. Visit central bank website : www.centralbank.ae


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