Complaint

Introduction

This guide summarizes the steps to be followed by any customer wishing to make a complaint related to an account, facility or services provided by KEB Hana Bank – Bahrain Branch. This guide has been issued in accordance with Central Bank of Bahrain (CBB)’s Rulebook, Volume 1, Business and Market Conduct Module, BC-9 Customer Complaints Procedures.

KEB Hana Bank- Bahrain Branch is dedicated to provide excellent customer service and maintaining a strong customer relationship at all levels. We have a Complaints Policy to ensure all complaints are handled as efficiently and effectively as possible.

As a customer of ours, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints.

Our Responsibilities

  • Provide Information and assistance on details of making and resolving a complaint.
  • Address complaints promptly in accordance with their urgency.
  • Treat customers with courtesy and address complaints in an equitable, objective, unbiased and efficient manner.
  • Adherence to customer confidentiality and protect customer information.
  • Analyze and review our complaints in order to improve our customer service standards.

Complaint Information

Extensive information is critical to investigate the subject of your complaint, the more information you provide, the more likely we will be able to reach a final decision. You are kindly requested to complete our Complaint Form and provide us:


  • Your Name, address, contact details and other identifying information
  • Details of your account, transactions or services provided to you
  • Copies of documents and evidences related to the subject of your complaint.

Customer Complaint Officer

KEB Hana Bank – Bahrain Branch appointed Mr. Ebrahim Arafat as Complaint Officer

Complaint Decision Making

Complaint Investigation Report supported by acquired evidences will be presented to Branch General Manager for making the final decision.

Making a Complaint?

For all written complaints, we request that you include your Name, Contact details and your account details. We encourage you to use any of the following methods to log a complaint with us:


  1. 1. Call our Branch at +973 17 229 333 or +973 17 228 282 from Sunday to Thursday (07:30 to 16:00)
  2. 2. Send Fax to +973 17 210 063 or +973 17 225 327
  3. 3. Send an email to Bahrain@hanafn.com
  4. 4. Send letter by post to our physical address:
    • Attn: Customer Complaint Officer
    • KEB Hana Bank - Bahrain Branch
    • 5th Floor, Yateem Centre bldg., Alkhalifa Road, P.O. Box 5767 Manama, Kingdom of Bahrain
  5. 5. Or you can log a complaint by visiting us on the above mentioned address. You may also prefer to contact your relationship manager directly.

Complaint Handling

We will acknowledge the receipt of your complaint within five working days. Our final response date will depend on the nature and complexity of your complain. Our target is complete our comprehensive investigation within 4 weeks of receiving the complaint, we will explain the results of the investigation, our position and how we propose to deal with your complaint. If for some reason we are not able to meet this target, you will be notified about the delay and you will be kept updated during the complaint investigation process.

Escalating a Complaint

Should you feel not satisfied with the response received or how your complaint has been handled, you can forward the complaint to the Consumer Protection Unit at the CBB within 30 days from the date of receiving our letter by using the following address:


  • Consumer Protection Unit
  • Central Bank of Bahrain (CBB)
  • P.O. Box 27 Manama
  • Kingdom of Bahrain

E-mail: Complaint@cbb.gov.bh