We value your feedback, if we have not met your service expectations, we will work to resolve the situation amicably. Not only that, we will challenge ourselves to improve our services to be able to provide you with an excellent client experience.
You have our full attention
Always in touch
Let’s fix it, right away
Depending on the complexity of the concerns we will follow the internal turnaround time to resolve your complaint (based on the bank’s internal policies and guidelines). If we are unable to resolve the matter within the turnaround time, we will contact you to advise:
We will always keep you informed of progress and deadlines, in order to work towards a satisfactory conclusion.
If you have already logged a complaint with us via one of the channels mentioned above, and you are still not satisfied with the resolution, you can escalate the matter to our Head of Client Experience at HeadUAE.ClientExperience@sc.com.
Our aim is that your complaint should be resolved as quickly as possible by staff who have the right experience and knowledge.
If you’re not satisfied by our resolution, you have the option to refer your complaint to the UAE Ombudsman Unit, Sanadak, who independently reviews any eligible complaint which we are unable to resolve to your satisfaction. This is a free service.
You can visit their website at: https://sanadak.gov.ae
Or by calling:
800-SANADAK (800 72 623 25)
Or by visiting them at their location:
For all complaints relating to the Bank’s VARA-regulated business activities, the Bank shall investigate such complaints promptly and seek to resolve them as soon as practicable within a reasonable timeframe. The Bank shall acknowledge receipt of all complaints within one (1) week of the complaint being made and shall resolve all complaints within four (4) weeks of the complaint being made. In extraordinary circumstances where a complaint cannot be resolved within this timeframe, the Bank will provide the client with an update on the status of the complaint within four (4) weeks of the complaint being made, including an explanation of the exceptional circumstances causing the delay. In such cases, the Bank shall resolve the complaint no later than eight (8) weeks from the date the complaint was made. The Bank has provided an easy-to-use complaint submission form available here. Clients may also contact the Bank by telephone at (+971) 600 5080 00 or by email at complaint.resolution@sc.com. The Bank is responsible for the handling and resolution of all such complaints and will not impose any fees or charges for the submission, investigation, or resolution of a complaint. The Bank will maintain records of all complaints received from clients, the actions taken in response to those complaints, and the outcome of the complaint resolution process.
