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Service Guarantee


A service promise you can truly bank on

We appreciate and value your trust, which is why we strive to deliver services that exceed your expectations. This includes offering you a guaranteed decision on most of your transactions within three working days.

Products included in the three-day promise

  • Credit cards
  • Personal loans
  • Bank accounts

To ensure that we track your application and the timelines in an efficient manner, please send us an SMS:

  • Credit Card: SMS ‘C’ to 2626
  • Account: SMS ‘A’ to 2626
  • Personal Loan: SMS ‘P’ to 2626

In the event that we are unable to meet your request in the promised timeframe, you will earn 5000 TouchPoints as compensation. No questions asked.

To view the Terms and Conditions, click here.

Replacement of credit cards

Customers who request a credit card replacement by calling the Contact Centre or by visiting one of our branches will qualify for the Service Guarantee.

As part of our Service Guarantee promise for customers, our commitment is to deliver the replacement card by courier within four working days. Should we fail to do so, you will benefit from 5,000 TouchPoints as a compensation.

To view the Terms and Conditions, click here.

Product Return Policy

ADCB Product return policy applies to Personal Loans/Personal Finances, Smart Loans/Smart Finances, Auto Loans/Auto Finances, Overdraft Facilities/Salary Advance Facilities, Credit Cards (Conventional and Islamic) and all CASA Accounts (Conventional and Islamic).

The terms and conditions are as follows:

  • The customer must apply for the ‘Product Return’ through the Branch, Contact centre or in writing to within 7 working days of the loan disbursal or within 30 days of account opening or 30 days from credit card set up.
  • For new Personal Loans, Smart Loans and Auto Loans, the facility to return will result in the loan being cancelled and all fees and charges refunded to the customer and accrued interest being reversed.
  • For ‘Top up’ loans, the fees and charges will be reversed and the disbursed amount will be applied towards reducing the principal amount of the loan.
  • For Overdrafts, the facility will be cancelled and any fees will be reversed.
  • For Credit Cards, any fees and charges applied will be reversed but any usage on the card has to be repaid in full. Usage of the Card refers to Retail Transactions, Cash Advances, Balance Transfer or Credit Card Loans.
  • For account closure, fees and charges will be waived if the account is closed within 30 days from opening.
  • ADCB shall not bear any responsibility whatsoever in connection with the exercise of the product return option by the customer.

Ways to reach us

Contact centre

Contact centre

Call our 24-hour contact centre on 600 50 2030.

Visit us

Visit us

We will be happy to welcome you at any of our branches. Find the closest branch to you