COMPLAINT DEFINTIONS & PROCESS
As part of Sharjah Islamic Bank values aimed at transparency and maintaining a high standard of service for nurturing strong relations with Customers we promise to treat you as valued GUEST. However, in the unfortunate event of not being able to maintain the promised standard the definition and process of complaints is updated below.

DEFINITION OF A COMPLAINT
A complaint occurs when the Customer does not receive the expected level of service as per the standards. If our services did not meet your level of expectation, feel free to communicate with us through the following channels: Our 24x7 Call Center at + 97165999999. Website www.sib.ae Visit your nearest branch & speak to our customer service representative Online banking and mobile banking platforms Additionally, you may contact us through the “Customer Feedback QR Code” placed on every staff desk in each branch.

PROCESS OF COMPLAINT RESOLUTION
Upon receiving the complaint, the Customer Complaint department will send you an SMS of acknowledgment containing a reference number within 1 working day. Customer Complaint department will investigate the issue with the bank internal departments and will contact with the resolution within 7 working days. *Whenever, the resolution requires more than 7 working days we will inform you with the progress of the resolution and the estimated time accordingly.