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Fair and transparent complaint handling
Overview
FABMISR is committed to handling all complaints fairly, transparently, and without discrimination. Multiple channels are available to submit and follow up on complaints. The details below explain how to raise concerns and ensure they are resolved as quickly and effectively as possible.
Ways to submit a complaint:
Complaints can be submitted by clicking here or through the following channels:
1. Call the 24/7 Contact Center
Reach a customer support representative at 16555 for immediate assistance
2. Email the Customer Rights Protection Unit
Send an email to CustomerCare@fabmisr.com.eg with the subject line: "Complaint to Customer Rights Protection Unit"
3. Visit a branch
Complaints can also be submitted in person at any FABMISR branch in Cairo or other governorates
Important Banking Guidelines
Following these key guidelines can help ensure a smooth and secure banking experience:.
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Provide accurate information |
Always complete bank forms and documents with the correct details to avoid any processing delays |
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Read carefully |
Review all terms, conditions, and documents provided by the bank before using any service or product |
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Use services as intended |
Banking services and products should be used according to the agreed terms and conditions |
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Choose the right product |
Select the banking products and services that best fit your financial needs and goals |
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Report suspicious transactions |
If you notice any unfamiliar transactions, report them to the bank immediately |
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Keep personal information safe |
Never share your banking credentials, passwords, or personal details with anyone |
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Ask for help when needed |
If you experience financial difficulties, the bank is available to offer support and guidance |
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Keep your information updated |
Ensure your contact details and personal information are always up to date with the bank |
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Be careful with third-party services |
If using an external agency for banking transactions, make sure it is authorized and trustworthy |
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Never sign incomplete forms |
Make sure all required information is filled in before signing any document |
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Double-check forms before submitting |
Reviewing documents before submission can help prevent errors or issues |
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Keep copies of important documents |
Retain signed contracts and important banking documents in a safe place for future reference |
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Ask for clarifications |
If anything in your contract or banking terms is unclear, ask a bank representative for clarification |
What happens after submitting a complaint?
FABMISR ensures that all customer complaints are handled with fairness and transparency.
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Complaint handling mechanism |
A call or text message is made to provide the customer with the complaint serial number, which must be retained by the customer The complaint is examined by all related parties The complaint is examined with any external entities if necessary The customer is followed up with the latest developments via a text message Upon reaching a final resolution of the complaint, the customer is contacted for a final call to close the complaint If the customer does not respond to the phone call, a text message will be sent indicating the closure of the complaint If the customer requests a written response, the preferred means of communication (Email or Text Message) has to be specified |
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Response time |
Customers will receive a response within 5 working days after submitting a complaint. Unless it is necessary to address the complaint with service providers affiliated with the bank (third party), the customer will be notified in such cases Complaints are a free service provided by the bank for both customers and non-customers. To submit a complaint for non-customers, the following documents must be provided: - Individual Customers: A valid copy of the National ID - Corporate Customers: A valid copy of the National ID and a valid commercial registration |
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Escalation process |
If a response is not received within 15 working days, or if the response is unsatisfactory after a re-evaluation, the matter can be escalated to the Central Bank of Egypt In case the customer does not accept the complaint’s resolution within a period of 15 days maximum from receiving the bank’s reply, it will be considered as an acceptance from the customer’s side. FABMISR has the right to accept the customer’s objection only if the given reasons are valid |
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Final decision |
If no further objections are raised within 15 days after receiving the bank response, the resolution will be considered accepted. However, valid objections will still be reviewed |
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Customer support and assistance |
FABMISR is dedicated to resolving customer concerns efficiently. If further assistance is needed, support is available through multiple channels to ensure a smooth experience |