Procedures in Dealing with Complaints

Family Microfinance House is committed to providing you with the highest possible standards of services and always ensuring your complete satisfaction. It is a commitment we take very seriously.

If you ever feel dissatisfied, please immediately notify the Customer Service employees or their direct Manager – and they will do everything they can to address any issue within a reasonable time frame.

If you are not completely satisfied with their responses, please escalate the matter by notifying our Complaint Management Unit that is entirely independent of the business units. Family Microfinance House acknowledges receipt of all complaints within five working days and is obliged to respond to your complaint along with any redresses within four weeks.

Family Microfinance House follows a strict non-discrimination policy, and customers will not receive less favorable treatment or be discriminated against any time because of making a complaint.

To contact the Complaint Management Unit, please:

• 17366183

• 17366179

E-mail: [email protected]

Or write to: Complaints Management Unit, Family Microfinance House, PO Box 76168, Diplomatic Area, Kingdom of Bahrain.

Or fill in the customer complaints form and deposit them in the complaints and notes box.

If Family Microfinance House and you are unable to resolve the matter, you can refer the ‎matter to the Compliance Directorate at Bahrain Central Bank.‎

Note: Copy of the Code of Best Practice and complaint procedure is available with the Banking Operation Department.