Service Promise

Dear UAE Banks Customers,

On behalf of UAE Banks Federation, I am pleased to present to you our Service Promise for bank complaints handling.

This Service Promise was designed as a guideline for UAE banks to use in responding to your complaints. The following pages include the definition of a complaint accepted by UAE banks and the Central Bank as well as the description of the process that banks will use in accepting, communicating and resolving your complaints.

The Service Promise is built around five guiding principles - transparency, fairness, empathy, reliability, and accessibility – which we view as core to our daily operations and the care we take to address customer complaints. These guiding principles were selected to ensure that banks in UAE conduct themselves in a manner that is consistent with the highest ethical standards and demonstrate the banking industry’s aspirations to be a global leading practice for the way we attend to consumer complaints.

Although this Service Promise does not address every complaint that may arise; UBF member banks will follow both the letter and the spirit of this Promise as well as honor their obligations and will be provided with the necessary support in that regard.

As its issuer, UAE Banks Federation fully supports this Service Promise, with the endorsement of the UAE Banks. As a banking ecosystem, we are committed to operate according to this Promise and uphold our five guiding principles to handle your complaints.

Thank you for bringing your concerns to us and your loyalty as UAE banks’ customers.

H.E. Abdul Aziz Abdulla Al Ghurair

Chairman

UAE Banks Federation