At Mbank, we are committed to providing you with an outstanding and reliable banking service.

If we fall short of our promise, we have created this Customer Charter to ensure that you can reach us conveniently and file a complaint which will be handled with transparency, fairness, reliability, and empathy.

We promise to ensure that our customers know and understand their options from the range of products and services provided by us to the benefits and charges.

We always provide honest and accurate information about our products/services.

All our customers are equal to us, and they deserve to get the best service to fulfil their needs and expectations.

You can reach us through all channels including:

• Mbank UAE app under the Contact Us option or via Chat
• Call Centre on 600571111
• Email at info@mbankuae.com for inquiries and services and complaint@mbankuae.com for complaints.
• Feedback forms available at www.mbank.ae.
• Branch/Smart Hubs during working hours

You will receive an email with a unique complaint reference number, and we will formally confirm within two working days that we received your complaint via call/email.

We normally aim to resolve all complaints as soon as possible, and in case the resolution is taking longer than usual, we will update you on its progress.

If we are unable to resolve your complaint within 30 days, we will:

• Inform you about the reasons for the delay.
• Specify an estimated date when a decision can reasonably be expected.
• Provide you with information about your options for escalation.

We will always provide you with details of our final resolution and provide information about your options for external escalation if you are not satisfied with our decision. If we fail to live up to these commitments, you may always submit your complaint directly to the Ombudsman Unit for the United Arab of Emirates “Sanadak” via the toll free number: 800SANADAK(7262325) or website www.sanadak.gov.ae.

Mbank is a member of UAE Banks Federation (UBF), and we are a signatory to the Customer Complaints Service Promise. Copies of the Service Promise are available in the Branch or through the UBF. Click here