How to Complain
You can tell us:
- by email, with "Complaint" in the subject;
- by phone;
- on WhatsApp;
- in writing, to our office.
- [email protected]
- Phone and WhatsApp
- +971 4 447 7127
- Office
- 3006 and 3201, The One Tower, Sheikh Zayed Road, Barsha Heights, TECOM, Dubai, UAE
What to Include
It helps us to know:
- your name and how to reach you;
- what happened, and when;
- who you dealt with, if you know;
- what you would like us to do about it.
Copies of any emails or documents that show what happened help too. You do not need to have everything before you contact us.
What Happens Next
We acknowledge your complaint, so you know it has reached us.
A senior member of our team reviews it. They may contact you to ask questions or to see documents.
We then reply with what we found and what we will do about it.
Complaints About a Bank
A lending decision is the bank's, and so is the way a bank runs your mortgage once it completes. If your complaint is about a bank, tell us, and we can explain how to raise it with that bank.
If You Are Still Not Satisfied
If you are not satisfied with our reply, tell us why. You may also contact the relevant UAE authority.