Complaints Relating to Banking and Investment Services
Primarily you should contact your relationship manager and notify them about your complaint. If you would rather not communicate with your relationship manager, then you should contact their department manager. If this is not appropriate, please address your complaint to the Head of Compliance.
You may communicate your complaint to us either by letter, fax, email, telephone or in person.
Emirates NBD Bank (P.J.S.C.) London Branch
Emirates NBD House
Tel: +44 (0) 20 7838 2222
Fax: +44 (0) 20 7838 0575
In order for us to resolve your complaint as quickly and as efficiently as possible, please provide us with the following information:
We will try to resolve your complaint as soon as possible, although we may not be able to resolve it immediately we will aim to resolve it within three business days and no longer than 8 weeks.
If we are not able to resolve your complaint within three business days we will write to you to give you an update and let you know when you may expect a full response. We will also let you know the name and the contact details of the person who will be responsible for investigating your complaint.
Complaints Relating to Electronic Money and Payment Services
Complaints may be directed to the Bank in the same manner than as for those relating to Banking and Investment Services. You should be aware that the timeframe for responding to these types of complaints differs slightly.
Where complaints relate to either electronic money or payment services we will send you a final response no later than 15 business days from which we received your complaint. In exceptional circumstances where we are unable to provide a final response within 15 business days we will:
If once you have received our final response to your complaint you are still not satisfied, you may be able to refer the matter to the Financial Ombudsman Service.
The Financial Ombudsman Service is a free, independent service that investigates disputes between financial services providers and their customers.
You may contact them directly using any of the methods below. You have six months from the date of our final response letter to refer your complaint to them.
Financial Ombudsman Service
Consumer Help Line:
0800 023 4 567 - Calls to this number are normally free for people calling from a "fixed line" phone but charges may apply if you call from a mobile phone.
0300 123 9 123 - Calls to this number cost no more than calls to 01 and 02 numbers.
+ 44 20 7964 0500 - For calls outside the UK.
Complaints Relating to Data Protection
Please note that data protection is regulated by the Information Commissioners Office ("ICO") and not the Financial Conduct Authority ("FCA") and therefore the reporting requirements may differ.
Any complaints received by the Bank relating to the use of personal data will be promptly referred to the Bank’s Data Protection Officer who will manage the complaint in line with the requirements of