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Procedures in Dealing with Complaints

Family Bank is committed to providing you the highest possible standards of services and ensuring your complete satisfaction at all times. It is a commitment we take very seriously.

If you ever feel dissatisfied, please immediately notify the Customer Service employees in the Bank 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 the Bank’s Complaint Management Unit that is entirely independent of the business units. Family Bank 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 Bank follows a strict non-discrimination policy, and customers will not receive less favorable treatment or be discriminated against by the Bank at any time as a result of making a complaint.

To contact the Complaint Management Unit, please:

  • 17366195
  • 17366182
  • 17366199

E-mail: [email protected]

Or write to: Complaints Management Unit ,Family Bank, PO Box 76168, Juffair, Kingdom of Bahrain,

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

In the event that Family Bank 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 Banking Operation Department.