^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.

• We greet others with a genuine smile
• We listen to and acknowledge others needs courteously and professionally
• We take ownership of others needs and see them through to resolution
• We are knowledgeable, honest and reliable
• We dress professionally and presentably

A complaint is an expression of dissatisfaction from customers either in written or verbal on any of our products, services or employee behaviours.

A suggestion, inquiry or feedback about the bank’s products and services will not be considered as a complaint, they will be directed to the concerned teams to review and respond to customers.

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

Fill out the online complaint form on adcb.com

Send an email to customercare@adcb.com

Visit our Customer Care Department in any of the following locations:

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

Dubai Outsource City
ADCB Building 1 – 1st floor
Dubai - UAE

We take customer complaints very seriously. Our aim is to always resolve issues at the first point of contact. However, in cases where a detailed analysis is needed, the complaint will be escalated to our dedicated Customer Care team who will ensure that the matter is resolved and the outcome is communicated properly to the customer.

When a complaint is escalated, the Customer Care team will:

• 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 72 working hours. However, if the issue is complex and requires further investigation or approvals, the process might take longer. In such cases, the customer will be kept up-to-date of accordingly.

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 the UAE Central Bank.

You may file the complaint online, by fax or in person by visiting any of the Central Bank branches in Abu Dhabi, Al Ain, Dubai, Sharjah, Ras Al Khaimah or Fujairah.

P.O.Box 854
Abu Dhabi, United Arab Emirates
Tel: +9712 665 2220
Fax: +9712 665 2504
Email: uaecb@cbuae.gov.ae
Website: www.centralbank.ae