Customer Complaint & Escalation Process

We value your feedback and are committed to resolving your concerns fairly and efficiently.

1. How to Submit a Complaint

In Branch: You can visit your nearest Al Khaliji France S.A. Branch in Dubai or Abu Dhabi and contact your dedicated Relationship Manager.

Email

complaints@alkhaliji.ae

24/7 Call Centre

Within the UAE: 800 542 54 54
From Overseas: +974 4494 0000

Website: www.alkhaliji.ae

Please provide:

• Your name and contact details
• Account or transaction details
• Clear description of your complaint

2. Complaint Handling Process

1. Acknowledgment: We will acknowledge your complaint within 2 working days.
2. Investigation: Your complaint will be reviewed thoroughly by our dedicated team.
3. Resolution: We aim to provide a final response within 30 working days.
4. Communication: You will be informed of the outcome via your preferred contact method.

3. Escalation Procedure

If you are not satisfied with our resolution:

1. Internal Escalation: Request review by our Branch Manager.
2. CBUAE Escalation: If the matter remains unresolved, you may escalate to the Central Bank of the UAE Ombudsman (“Sanadak”):
   • Phone: +971 2 691 5866
   • Email: consumer.protection@cbuae.gov.ae
   • Online: www.cbu.ae/consumercomplaints

4. Your Rights

• Expect fair, transparent, and timely handling of your complaint.
• Receive clear information regarding the complaint resolution process.
• Escalate unresolved issues to the Central Bank of the UAE.

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