UAE banks federation to launch initiative to handle customer complaints

Abu Dhabi, July 22 : UBF has announced that it has secured the support of the Central Bank for its initiative that aims to develop a unified framework to handle customer complaints.
The UBF is a professional body representing 48 member banks operating in the United Arab Emirates.
"The proposed framework was developed as part of the UBF's continued efforts to enhance customer experience, as well as bring higher levels of transparency and efficiency in addressing the concerns of the bank customers in the UAE," UBF Chairman Abdulaziz Al Ghurair said.
"The Central Bank's blessing for the framework paves the way for the countrywide implementation of this landmark initiative, which is in line with global best practices. It will ensure that customers' concerns, rights and interests are taken care of and protected," he said.
The UBF also unveiled "Service Promise", a set of guidelines, for customer satisfaction and happiness and to ensure consistent service excellence.
"The purpose of the Service Promise is to upgrade the quality of service that bank customers across the UAE will receive when they file a complaint about a product or service... The Service Promise will raise the industry standards and ensure standardised processes and experiences across banks," Al Ghurair noted.