Information Security

Firewalls

Our banking systems are secured using state-of-the-art security solutions such as firewalls, intrusion detection systems, intrusion prevention systems and anti-malware systems.

Monitoring

We have robust processes, skilled people and competent service providers who monitor the security of our systems round the clock. We have also implemented additional security form factors like Two Factor Authentication or One Time Password (OTP) for authentication purposes.

ATM Security

1. Keep your cards safely in a place that’s not accessible to others
2. Do not take help from strangers for using the ATM card or handling your cash
3. Please do not share your PIN or card with anyone including bank employees, friends or family and make sure to change your PIN regularly
4. Don’t throw your ATM receipt away at the ATM location. Instead, shred it into tiny pieces and discard it elsewhere
5. Use your body and hand to shield the keypad as you enter the PIN. Be careful of strangers around the ATM who try to engage you in any conversation.
6. Change your ATM PIN frequently and memorise it. Do not write it down or carry a printed copy
7. Sign the back of your ATM card when you receive it
8. Always press the 'Cancel' key and wait for the welcome screen before moving away from the ATM. Do not leave your card in the ATM machine after the transaction
9. Check your monthly statements against the ATM transactions to identify any unauthorised transactions
10. Do not count the cash outside the ATM location
11. Destroy your old ATM card before discarding it, or surrender it to the bank when you receive the new one
12. Do not conduct any transaction if you find any unusual device connected to your ATM machine
13. Register your mobile number with us to get alerts for your transactions

Credit / Debit Card Security

1. Do not use the same PIN number for multiple credit/debit cards
2. Do not leave your credit/debit card unattended
3. While shopping online, ensure no one is looking while you type the card details
4. When using your credit/debit card for shopping make sure that only one credit slip is printed with your charge card
5. Make sure your credit/debit card is returned to you after a shopping transaction
6. Shred your card statements before you discard them
7. Verify all the transactions made against the monthly card statements to find any unauthorised transactions
8. Sign the back of your credit/debit cards upon receiving them
9. During your absence, authorise a person to collect your monthly statements or notify the bank to not to deliver any statements
10. Subscribe for email statements to avoid disclosure of any sensitive information through postal statements

Mobile Security

1. Password protect the mobile phone with a limit on successive invalid password attempts
2. Always choose a strong password for your mobile
3. Immediately contact to your service provider and law enforcement authorities if your mobile is lost or stolen
4. Always inform the bank of changes in your mobile number to ensure that SMS notifications are sent to only you
5. Never store sensitive information such as credit card details, mobile banking password and user ID in a separate folder on your phone
6. While using Bluetooth in public places please be cautious as someone may access your information

Complaints

1. Submitted complaints are investigated and processed to ensure the satisfaction of both parties. First Abu Dhabi Bank confirms that it handles each complaint with fairness, integrity and transparency
2. You can submit your complaint through our 24 hour contact center at 19977, or by emailing EG.customercare@bankfab.com for Individuals/ CorporateClientCare@bankfab.com for corporates , or by visiting any of our branches located in Cairo and other governorates

3. Submit your complaint to the bank first and if you did not receive any response within 15 working days, then you have the right to escalate to the Central Bank of Egypt