^General Help us improve your banking experience

As your banking partner, giving you complete and efficient control over your finances is imperative. While we strive to avoid any issues, it is also possible that problems may arise. In that case, you can always count on our Customer Care Team to resolve your issues as quickly as possible.

At ADCB, we are dedicated to delivering excellent service at every touchpoint. If your experience does not meet your expectations, we are here to help resolve any issues efficiently.

Steps to follow before registering an official complaint:

• Speak with a representative at the point of service or contact our customer service team at 600 502 030 / +971 6 210090. Most issues can be resolved quickly through direct communication.
• Allow reasonable time for us to address your concern. We aim to resolve most issues within two business days.
• If you do not receive a satisfactory response within the given timeframe, please follow up with the representative or customer service team. Ensure all previous communication is referenced for continuity.
• If the issue remains unresolved after following the above steps, you may escalate the matter by submitting an official complaint. Please provide detailed information such as dates, names of representatives, a clear description of the issue and your desired resolution.

We appreciate your patience and cooperation in helping us resolve your concern effectively. Your feedback is valuable in helping us improve our services.

Call the ADCB Contact Centre at 600 502 030 / +971 6 210090

Fill out the online complaint form on adcb.com

Log and track your complaint through internet banking or Mobile Application

Send an email to [email protected]

Visit our Customer Care Department in the below location:

Sheikh Zayed Street
ADCB Head Office – 17th floor
Abu Dhabi – UAE

When a complaint is escalated, the following steps will be undertaken:

• Registration: Register your complaint
• Acknowledgment: Send you an SMS and email to your registered contact information with the reference number
• Investigation: Investigate the incident and escalate it to the respective department for resolution
• Resolution: Contact you to inform you with the resolution and decision taken

We aim to resolve all complaints within three business days. However, if the issue is complex and requires further investigation, the process might take longer. In such cases, your will be kept updated accordingly.

Please note that our working days are:

Monday to Thursday 8am till 4pm
Friday 8am till 12pm

What if I’m not happy with the resolution?

We always tend to resolve all complaints to our customer’s satisfaction. If you feel that you are still not satisfied with the result or the manner in which your complaint was handled, you may refer the matter to Sanadak.

Established in 2023 by the Central Bank of the UAE, Sanadak is an independent Ombudsman Unit catering to the consumers of Licensed Financial Institutions (LFIs) and Insurance Companies for the resolution of complaints. It will provide an independent process to resolve complaints between consumers, LFIs and Insurance Companies that have not reached an amicable settlement through their internal processes in accordance with the regulations set by the Central Bank of the UAE.

You may file the complaint online, by fax or in person by visiting below location.

Ground floor, Emirates Institute of Finance, E25, P15/A, Abu Dhabi, United Arab Emirates
Contact Center: 800SANADAK (800 72 623 25)
Email: [email protected]
Website: sanadak.gov.ae
X: https://twitter.com/SanadakUAE
Instagram: https://www.instagram.com/sanadakuae/
LinkedIn: https://www.linkedin.com/company/sanadakuae/
YouTube channel URL: https://www.youtube.com/@SanadakUAE
Facebook : www.facebook.com/SanadakUAE