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Definition of the Complaint:

A complaint is a written or verbal expression expressed through the Bank's official channels for customer dissatisfaction regarding any products or services provided by the bank (This does not include queries or requests for information).

Customer Protection Concept:

The presence of a clear regulatory framework specifying the relationship between both banking service providers and their consumers. This is for the purpose of ensuring their ability to obtain their rights in a fair and transparent way, as well as maintaining data secrecy, while ensuring the existence of a mechanism for dealing with complaints, in addition to raising consumers’ awareness, enabling them to make sound decisions.

Customer Rights Unit:

A separate and independent unit at the bank was established to receive, investigate, and respond to customer complaints, ensuring all actions are guided by principles of justice, fairness, and transparency.

Complaint Handling Procedures:

  • The customer has the right to submit a complaint through Arab African International Bank‘s official channels and register it through one of the following means provided by the bank:

For Egypt Branches:

  • Suggestions & complaints box through filling out the unified complaint form.
  • Customer Rights Protection e-mail: Complain@aaib.com.
  • Submitting the complaint through the bank website.
  • Contacting the bank 24/7 through the bank call center
  • From Egypt: 19555
  • From Outside Egypt: (+202) 19555

    • For United Arab Emirates Branches:

  • Suggestions & complaints box through filling out the unified complaint form.
  • Consumer Protection e-mail: Complaints_uae@aaib.com.
  • Contacting the bank 24/7 through the bank call center
  • From UAE: 800 2242
  • From Outside UAE: (+202) 19555
  • Within a maximum of two working days from the date of registering the complaint, the bank will notify you of the complaint reference number.
  • The bank is committed to respond to the complaint within 15 working days from the date of submission (except for complaints related to transactions with third parties, the examination may take more than 15 working days, in which case you will be contacted to notify you of the period required for the study and response).
  • In case the customer does not accept the response/feedback of the bank or the service provider, the customer must notify the bank in writing within 15 working days from the date of the response, including the reasons for non-acceptance, and in case the customer does not do so, it is considered as acceptance for the bank’s response/feedback.
  • In case the customer notifies the bank of the rejection of the response in accordance with the above, the bank will re-examine the complaint, and the final reply to be provided to the customer within fifteen working days.
  • The customer may not submit his complaint to the Central Bank of Egypt / Central bank of the U.A.E directly before referring to the bank first and obtaining its response regarding the subject of the complaint.
  • The customer may escalate the complaint to the Central Bank of Egypt / Central bank of the U.A.E in case of not responding to his complaint within the agreed period or rejecting the second response from the bank.
  • The Customer Rights Unit may refer all or part of the complaint to its counterpart in another bank or service provider, if the bank has serious reasons that the subject matter of the complaint falls under the total or joint liability with another bank or service provider, while adhering to the confidentiality of customer accounts.

    • Customer Rights Regulations:

    It’s Your Right:

    • It’s your right to be treated with transparency within AAIB Branches.
    • To view all terms, conditions and details of the product or service and request full clarification before requesting the product/service.
    • To be fully aware of the financial obligations and ensure the capability to comply before requesting the product/service.
    • To be fully aware of the potential and related risks to the product/service and make sure that you are aware of how to avoid such risks.
    • Obtain an answer to any inquiry regarding any term or condition that is not clear from the concerned employee in a professional and clear manner.
    • You have the right to cancel your request for any product/service that is not activated yet (except savings product) within two working days of the contract date without any expenses or fees. According to your discretion you have the right to cancel any product/service at any time while retaining the bank right to deduct any fees or charges.
    • In case you requested detailed data about any transaction performed on your account within the last five years by maximum, the bank will provide you with the required data within a maximum of 10 days.
    • You will be notified in case of any modification in the terms and conditions of the service/product through the applicable method to the bank or to announce the modifications on the Bank’s official website (www.aaib.com).

    Your Obligations:

    • The importance of updating your personal data at the bank’s side to enjoy all banking services smoothly.
    • The importance of reading contracts, terms and conditions and ensuring the financial capability to comply with and refer to the bank in case of delinquency.
    • Providing complete and accurate information whenever filling out any forms requested.
    • Refer to the bank through its official channels in case of any suspicious or unknown transaction.

    Guidance:

    • Do not provide any pin numbers or banking details or personal information, under any circumstances, to another party.
    • Refer to the bank in case of facing any financial difficulties that prevent you from fulfilling the agreed financial obligation or paying installments on time to find the most appropriate options, including rescheduling if possible.
    • Be aware in case of granting power of attorney to other person the authorities provided should be determined carefully.
    • Be aware of legal obligations resulting from being a guarantor, including the size of the financial obligations.
    • The bank will not contact you to request the disclosure of any personal data, data related to your bank accounts or OTP/CVV, passwords, whether by phone, text messages or social media.
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