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Customer Complaints
 

Dear Valued Customer,

In case you have any complaint on service related concern, kindly follow one of below methods in submitting an official complaint to us. The complaint will be filed and responded accordingly once received by our Complaints Unit.

·Telecommunication via the phone through +971-24998600 or fax to the Bank through +971-24998622;
·Complaint via the electronic channel where you can download the Complaints Form on the www.icbc.ae and email the completed Complaints Form to the ICBC Abu Dhabi Customer Complaints Unit email at complaints@dxb.icbc.com.cn;
·Complaint by mail to the ICBC Abu Dhabi Branch address at ADDAX TOWER, OFFICES 5207, 5208 and 5209, AL REEM ISLAND, ABU DHABI;
·On-site complaint where you can complete the customer Complaints Form and hand it over to the administrative staff at the ICBC Abu Dhabi Branch office.

If you would like to follow up your complaint, you may reach out to:
·Complaints Unit at Tel: +971-24998600 or email at complaints@dxb.icbc.com.cn; or
·Wang Banna, Head of Complaints Unit at Tel: +971-24998605 or email at wangbn@dxb.icbc.com.cn

More details about the Complaint Handling Process can be found through:
Complaint Handling Process(English)
Complaint Handling Process(Arabic)

Click here to download:
Complaints Form(English)
Complaints Form(Arabic)
The Customer Service Charter can be found through: link.

Note: The bank’s customer services system is strickly monitored by Consumer Protection Department of Central Bank of the U.A.E. The contact information for the Consumer Protection Department is listed as follow:

Consumer Protection Department of Central Bank of the U.A.E
Consumer.Protection@cbuae.gov.ae


(2019-04-25)
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