Our Complaints Process
We are committed to delivering transparency, excellence and an unmatched experience. All our customer interactions are handled equally in alignment with the regulations of the Central Bank of the UAE.
Should you have any concerns you would like to address, you can follow the steps listed here to ensure that your issue is resolved.
01
Sharing Your Concerns
We value your feedback and want to assist with any issues you may experience. Here’s how you can reach us:
- Online: Our online complaint form is available 24/7
- Phone: 600 52 5500 or +971 2 6811511 (International) or through our product or service specific numbers
- FAB Mobile: Raise your inquiries and complaints on the FAB mobile app through the Help section in the main menu
- Email: atyourservice@bankfab.com or through our product or service specific email addresses
- In person: Visit 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
What Happens Next
Once we’ve received your feedback, we’ll take the necessary steps to resolve the issue.
- We'll provide you with a unique reference number for easy tracking
- Our team will carefully review the details of your concern
- We ensure that your data is handled securely and in compliance with data protection laws as per the regulations from the Central Bank of the UAE
- We aim to resolve your concerns during our first conversation
- For more complex matters, we'll involve our specialist teams
- We'll keep you updated every step of the way and reach out if we need additional information
- Once resolved, we'll confirm the outcome with you
We’re dedicated to resolving your concerns quickly and effectively.
03
If you are still not satisfied and want to escalate a specific matter
If you feel you need even further assistance, or to escalate your concerns, you can contact Sanadak.
If, in an exceptional situation, we are unable to resolve the complaint within 30 business days (unless the Central Bank specifies a different timeline) or, if you are unhappy with our proposed resolution, you have the right to approach Sanadak (https://crm.centralbank.ae/en).
If you have any enquiries about Sanadak, please contact the call centre on 800SANADAK (800 72 623 25) or send an email to Info@sanadak.gov.ae, or visit www.sanadak.gov.ae.
At FAB, your feedback helps us improve. We genuinely appreciate you taking the time to share your experience with us.
