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Introduction
Emirates NBD Bank (P.J.S.C.), London Branch (“ENBDL”) is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority in the UK. In line with UK regulations, we are required to have in place effective and transparent procedures for the reasonable and prompt handling of complaints and to recognise that complaints require resolution.
The individual with responsibility for oversight of ENBDL’s compliance with the complaints handling regulations is the Head of Compliance at ENBDL.
Building strong and lasting relationships with our customers is at the heart of our business. It is important to us that we continue to improve our services and products and continue to provide you with the service you expect so we want to know when things are not as you expected so that we have the opportunity to put things right.
This leaflet tells you how you can contact us and what we will do once we hear from you.
How to Contact us
You should contact your Relationship Manager to notify them about your complaint but if you would prefer, you can contact the Department Manager or the Head of Compliance at ENBDL.
You may communicate your complaint in person, by letter, telephone, email or fax. Whichever way you choose to tell us about your complaint, we will give it our full attention and will always do our best to fix the issue straight away.
Either contact your Relationship Manager on their direct number or email address
or telephone
Or write to us at
Emirates NBD Bank (P.J.S.C.) London Branch
Emirates NBD House
25 Knightsbridge
London
SW1X 7LY
Fax: +44 (0) 20 7581 0575
In order for us to be able to fully understand, investigate and resolve your complaint as quickly and as efficiently as possible, please include the following information in your communication:
What happens next?
We will keep you updated regularly, but please contact us if you have any questions at any time whilst we are investigating your complaint.
Our Final Response
We try to resolve any complaint as quickly as possible and will send you our final response as soon as we have completed our investigations however, the following is the maximum number of days within which you can expect us to issue our final response:
Complaints Relating to Electronic Money and Payment Services:
If your complaint relates to payment services which is any payment in or out of your account and includes online transactions, direct debits and standing orders, we aim to issue our final response within 15 business days after receiving your complaint.
In exceptional circumstances, where we are unable to resolve your complaint within 15 business days, we will send you an update, providing the reasons for the delay. We will also provide you with details about how you can refer the matter to the Financial Ombudsman Service and we will send you our final response within 35 business days after receiving your complaint.
Complaints Relating to Banking or Investment Services
You can expect to receive our final response for complaints which are not payments related within 8 weeks after receiving your complaint.
If we are unable to finalise our investigations within 8 weeks, we will send you an update, indicating the reasons for the delay and when we expect to be in a position to provide you with our final response. We will also provide you with details about how you can refer the matter to the Financial Ombudsman Service if you’d prefer not to wait until we have completed our investigations.
Complaints Relating to Data Protection
Data Protection is regulated by the information Commissioners Office (“ICO”) and not the Financial Conduct Authority, therefore the manner and timelines in which we deal with your complaint may differ.
Any complaint relating to the use of personal data will be promptly referred to ENBDL’s Data Protection Officer who will manage the complaint in line with the requirements of the ICO.
However, we will inform you of the name and contact details of the person who will be responsible for investigating your complaint and of the steps being taken to resolve your complaint.
The Financial Ombudsman Service
The Financial Ombudsman Service (“FOS”) is an organisation that independently reviews and investigates complaints between financial services providers and their customers which they have not been able to settle between themselves.
If once you have received our final response, you are not satisfied with the outcome of your complaint, you may be able to refer the complaint to the FOS and they will look at your case; this is a free service. You will need to do this within 6 months of receiving our final response letter.
Your rights are set out in the leaflet “Your Complaint and the Ombudsman” which we provide to you as part of our complaints handling process.
To find out more about the FOS visit their website at www.financial-ombudsman.org.uk
You may contact the FOS directly by writing to them at
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Fax: +44 (0) 20 7964 1001
Alternatively, you can email or telephone:
Email: complaint.info@financial-ombudsman.org.uk
Consumer Helpline:
0800 023 4 567
Calls to this number are free for people calling from a UK mobile phone or landline.
0300 123 9 123
Calls to this number cost no more than calls to 01 and 02 numbers.
+ 44 20 7964 0500
For calls from outside the UK.
Emirates NBD London Branch is registered in England and Wales under BR014405 and is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. The information and materials on this site, including any information on products and services, are general information and are subject to change without notice. Please refer to our Terms of Use for further information regarding our use of cookies, the use of this site and the information it contains.
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The mortgage payment holiday facility has now come to an end, however, if you’re struggling to keep up with mortgage repayments due to coronavirus please note the following:
If you’re finding it difficult to pay your mortgage because of coronavirus, we may be able provide you with support tailored to your individual circumstances. This support may be available if you’re struggling for the first time or if you’ve already had a payment holiday that’s come to an end.
Contact your Relationship Manager as soon as possible if you’re finding it difficult to pay your mortgage. Before agreeing to any support, your Relationship Manager will need to collect information on your circumstances and will give you enough information so you can make an informed decision. It’s important to be open and honest about your financial situation with the Bank, so you can agree an option that is right for you.
It is important that you realise, if you agree to make no, or reduced, payments for a temporary period, the amount you pay in the longer term is likely to increase.