Your satisfaction, our promise.

Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person customer is considered to be a complaint.

Responsibility

We at PGCB are individually responsible for determining the merits of each complaint, including processes for handling and escalating complaints, criteria for categorizing and prioritizing, response times to resolve complaints, and potential redress actions.

You can complain about customer service, any regulated financial product or service, promotional activities, or any unfair practice including but not limited to the following:

For your convenience, you can contact us easily through any of the following channels:

• Phone Banking
• Any Branch
• Internet and Mobile Banking
• E-mail / Web Complaint Form
• Social Media

The below process describes the general timeline for PGCB to respond to your complaint. PGCB will exercise separate processes which ensures rapid response and care for submissions received as feedback, inquiries, or service requests.

Upon receiving the complaint, PGCB will:

• Notify you that your complaint has been received within 2 business days of you submitting the complaint;
• Unless we already provided you with a resolution, we will provide you an estimated resolution time within 4 business days
• If you have not received a resolution in the provided timeframe, we will provide you with weekly updates on the status of your complaint and a revised resolution timeframe (for cases that require a timeframe more than 2 weeks)

If we are unable to resolve your complaint within 60 days, we will:

• Inform you of the reasons for the delay;
• Specify a date when a decision can reasonably be expected (unless we are waiting for a response from you); and
• Provide you with information about your options for external escalation after the 60 day time frame for complaints resolution is not met.

Final Decision

Whenever we provide you with our final resolution, we will inform you of the external escalation options available to you if you are not satisfied.

Failure to Adhere to Service Promise

If PGCB has not adhered to the terms as outlined in this Service Promise, you can submit your complaint directly to the Central Bank.

If you have a complaint about the service you receive from PGCB , you should always address this complaint directly to PGCB first. Only after raising your complaint with PGCB , should you pursue external mediation and escalate your complaint to the Central Bank. Any person who has submitted a complaint to PGCB can escalate their complaint to the Central Bank.

The role of the Central Bank is to act as an impartial mediator. After verifying that you first pursued mediation with PGCB and that your complaint falls under PGCB ’s mandate, an agent will collect your information regarding the complaint, and then work with you and PGCB to come to a resolution.

The Central Bank aims to provide you with a final decision within 15 days, however, some issues are complex, and sometimes involve third parties. These complaints may take longer to resolve.

You can escalate complaints given any of the following conditions:

• You are not satisfied with the final decision provided by your bank
• Your bank has not provided you with a resolution within 60 days of complaint submission
• Your bank refuses to accept your complaint

While any complaint related to financial products and services is accepted at your bank, there are select cases which fall outside of the Central Bank’s mandate and which it will not be able to resolve. If you contact the Central Bank with a complaint that falls outside of its mandate, it will notify you of the appropriate authority.

Complaints that should not be escalated:

• Cases that have been addressed by your bank over 6 months ago (Note: this refers to when the bank provided you with a resolution, not when the issue or complaints originated)
• Matters that are currently the subject of legal proceedings or have already been dealt with by a court
• General comments on products and services

We encourage you to follow up with the bank first to ask about the status of the complaint investigation process. (We may have contacted you but had been unsuccessful in reaching you).

Second, contact the Central Bank and explain your issue. They will either accept your complaint or refer you to the most relevant authority.

The Central Bank will provide you with a reference number, which you can use to follow up. Once a decision is reached, the Central Bank will notify you via email or SMS. All services provided by the Central Bank are free of charge.

If the Central Bank does not reach a resolution or you are not happy with the resolution, you have the right to pursue legal options.

You have three options to file a complaint with the Central Bank. A complaint can be filed:

• Online
• By Fax
• In person by visiting the Central Bank in Dubai or any one of the branches in Al Ain, Dubai, Sharjah, Ras Al Khaimah or Fujairah