Our Complaints Process
We are committed to delivering excellence and an unmatched customer experience.
01
How to Reach Us
At FAB, we value your feedback and are committed to addressing your concerns with fairness, priority, transparency, and care. We are dedicated to providing a complaint handling experience that is straightforward, responsive, and secure.
You may contact us through any of the following official FAB channels:
- Online: Our online complaint form is available 24/7.
- Phone: 600 52 5500 or +971 2 6811511 (International) or reach us through our product or service specific numbers.
- FAB Mobile: Raise your inquiries and complaints on the FAB mobile app through the Help section on the main menu.
- Email: atyourservice@bankfab.com or email us through our product or service specific email addresses.
- In person: Drop by any of our branches during working hours.
- Relationship Manager: Contact your dedicated RM (based on your relationship eligibility).
We aim to make this process as simple as possible for you.
02
How to Help Us Resolve It Faster
To support timely investigation and resolution, customers are encouraged to provide:
- Affected account/card /loan number
- Complete and accurate details of your concern
- Date and time the issue occurred
- Supporting documents where applicable
Security and Confidentiality: Please use FAB’s official channels when sharing complaint information and do not disclose sensitive information to unknown individuals. Your information will be handled securely and in line with applicable confidentiality, data protection, and UAE Central Bank requirements.
03
What Happens Next
Once we receive your complaint or feedback, we will review it carefully and work to resolve it in a fair, timely, and transparent manner.
- When we have received your complaint, we will provide you with a unique reference number for tracking.
- Our team will carefully review the details of your concern.
- Your information will be handled securely and in line with applicable data protection requirements.
- We aim to resolve your concern during our first interaction wherever possible.
- For more complex matters, we will involve our specialist teams and may contact you if additional information or documents are required.
- We will keep you updated during the process and confirm the final outcome once the review is completed.
- If, in an exceptional situation, we are unable to resolve your complaint within 15 calendar days of you first raising it with us, you may then escalate the matter to Sanadak in line with the UAE regulatory framework. Please note that a different timeline may apply in exceptional situations.
We’re dedicated to resolving your concerns quickly and effectively.
Have more questions? Check our FAQs
If you are not satisfied with the outcome of your complaint, please contact us through our official channels. We will review your concern further and guide you on the available next steps.
External Escalation (Sanadak): Please note that you may approach Sanadak only after you have first raised your complaint with FAB and given us the opportunity to resolve it. If we are unable to resolve your complaint within 15 calendar days (unless a different timeline applies), or if you remain unsatisfied with our resolution, you may then escalate your concern to Sanadak in accordance with the applicable UAE regulatory framework.
Sanadak Contact Details:
- Complaint portal: https://crm.centralbank.ae/en
- Website: https://www.sanadak.gov.ae
- Call Centre: 800SANADAK (800 72 623 25)
- Email: Info@sanadak.gov.ae
At FAB, your feedback helps us improve. We genuinely appreciate you taking the time to share your experience with us.
We aim to resolve your concern as promptly as possible and, wherever possible, during our first interaction. In more complex cases requiring further investigation, resolution may take longer. If, in an exceptional situation, we are unable to resolve your complaint within 15 calendar days of you first raising it with us (unless a different regulatory timeline applies), you may then approach Sanadak.
Once your complaint is registered, you will receive a reference number that you can use when following up through FAB’s designated complaint handling channels.
Yes. Where applicable, we will keep you informed throughout the complaint handling process and confirm the final outcome once our review is completed.
Please provide accurate details including account/card number, issue description, and relevant dates or supporting documents.
Yes, provided authorisation and verification requirements are successfully completed.
Yes. FAB handles complaint-related information securely and in accordance with applicable confidentiality, data protection, and UAE Central Bank customer protection requirements.
A complaint relates to dissatisfaction with a product, service, or experience, while an enquiry is a general request for information or assistance.
You may request a further internal review through FAB’s complaint process. If we are unable to resolve your complaint within 15 calendar days of you first raising it with us (unless a different timeline applies), or you remain dissatisfied with our resolution, you may then approach Sanadak in line with the applicable UAE regulatory framework.
