Service Promise Charter

We don't just make promises to our customers. We keep them.

At Emirates Islamic, we always put you - our customer - at the centre of everything we do. We are committed to provide you the best service experience and we pledge to serve you by demonstrating courtesy, ownership and clarity as our service promise to you.

Our Service Promise Charter:

  • To listen attentively and understand your query
  • To take complete ownership of your query
  • To clearly communicate the outcome of your query

How and where to complain?

If we don't manage to meet your service expectations, you can tell us about your concerns in the following ways:

  • Visit your nearest Emirates Islamic branch and speak to a Customer Service representative
  • Contact our 24-hour Call Center on 600 599 995. (International Number: +971 600 599 995)
  • Visit the Contact Us page and select the "Complaints" option in the "Nature of Enquiry" tab and submit your details.
  • Alternatively, you can email us directly at [email protected]

How long will it take?

We are committed to resolving your requests as quickly as possible. In some cases, certain requests may involve other banks and institutions and can therefore take up to 15 working days or more. You can follow up with us at any time using any of the contacts provided to you above.

How will your complaint be handled?

When you raise a complaint, we will provide you with a reference number and expected resolution time. You can track the progress by using this reference number.

Our dedicated team will work closely with all relevant departments to resolve your complaint. We will keep you updated on the progress of your complaint and you will receive a notification once we have a resolution.

If we have been unable to provide you with a full and satisfactory resolution, you have the right to refer your complaint to the Central Bank of the UAE. Emirates Islamic will attend to Central Bank complaints within a turnaround time of 5 working days.

Please keep in mind that the Central Bank of the UAE website states that:

"Before filing a complaint with the Central Bank, every effort should be made in order to settle the matter directly with the concerned bank or financial institution."

A copy of UBF Service Promise can be provided by the UAE Banks Federation (UBF).