Emirates NBD Bank (P.J.S.C.) London Branch – Complaints Handling Process


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

+44 (0) 20 7838 2222

Or write to us at:

Emirates NBD Bank (P.J.S.C.) London Branch
Emirates NBD House
25 Knightsbridge
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:

  • Your account details;
  • A description of your complaint- what has gone wrong and when it happened;
  • Any names or dates you have noted if you have already spoken to someone about the issue;
  • Any particular actions you would like us to take to resolve the issue.

What happens next?

  • If we are able to resolve your complaint to your satisfaction within three business days following the day we received it, we will send you confirmation of this in a Summary Resolution Communication and we will also send you details about how you can refer the matter to the Financial Ombudsman Service if you are dissatisfied with our response.
  • For more complex issues we may need more time to investigate your concerns. If this is the case, we will write to you with an acknowledgement outlining the next steps and when you can expect to receive our full response. We will also provide you with the name and contact details of the person who will be responsible for investigating your complaint. This person will not be the person whose actions may have given cause for the complaint.
  • Where we have been unable to resolve your complaint within three business days, once the investigations into your complaint have been completed, we will issue a final response letter. This letter will outline the details of your complaint and our investigations and the decision reached. Where we decide that redress is appropriate we will aim to provide you with fair compensation for any acts or omissions for which we were responsible. If you accept our offer, we will promptly provide compensation in a manner agreed with you.

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
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.

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