Help us improve your banking experience

Our Mission

To build partnerships with customers that last a lifetime, by:
Treating every customer as an individual
Offering innovative products and unparalleled service
Never forgetting that our customer has a choice

Our Vision

To be the number one bank of choice in the UAE. A constantly innovating, financially successful organisation of the highest integrity, respected by our customers, by our competitors and by the community.

Our Values

These cornerstone principles guide our actions every minute of every day.

Integrity

We do the right thing even when no one is looking

Care

We protect our people and honour our commitments

Ambition

We strive to be the best every day

Respect

We value our collective diversity

Discipline

We do things right every time

Our Service Commitments

  • We greet others with a genuine smile
  • We listen to and acknowledge others needs courteously and professionally
  • We take ownership of others needs and see them through to resolution
  • We are acknowledgeable, honest and reliable
  • We dress professionally and presentably

How to log a complaint

A complaint is an expression of dissatisfaction from customers either in written or verbal on any of our products, services or employee behaviours.

A suggestion, inquiry or feedback about the bank’s products and services will not be considered as a complaint, they will be directed to the concerned teams to review and respond to customers.

Call the ADCB Contact Centre at 600 502 030 / +971 6 210090

Fill out the online complaint form on adcb.com

Send an email to customercare@dacb.com

Visit our Customer Care Department in any of the following locations:

Sheikh Zayed Street
ADCB Head Office – 17th floor
Abu Dhabi - UAE

Dubai Outsource City
ADCB Building 1 – 1st floor
Dubai - UAE

What is the complaint resolution process?

We take customer complaints very seriously. Our aim is to always resolve issues at the first point of contact. However, in cases where a detailed analysis is needed, the complaint will be escalated to our dedicated Customer Care team who will ensure that the matter is resolved and the outcome is communicated properly to the customer.

When a complaint is escalated, the Customer Care team will:

  • Registration : Register your complaint
  • Acknowledgment : Send you an SMS and email to your registered contact information with the reference number
  • Investigation : Investigate the incident and escalate it to the respective department for resolution
  • Resolution : Contact you to inform you with the resolution and decision taken

We aim to resolve all complaints within 72 working hours. However, if the issue is complex and requires further investigation or approvals, the process might take longer. In such cases, the customer will be kept up-to-date of accordingly.

What if I’m not happy with the resolution?

We always tend to resolve all complaints to our customer’s satisfaction. If you feel that you are still not satisfied with the result or the manner in which your complaint was handled, you may refer the matter to the UAE Central Bank.

How to file a complaint with the Central Bank

You may file the complaint online, by fax or in person by visiting any of the Central Bank branches in Abu Dhabi, Al Ain, Dubai, Sharjah, Ras Al Khaimah or Fujairah.

P.O.Box 854
Abu Dhabi, United Arab Emirates
Tel: +9712 665 2220
Fax: +9712 665 2504
Email: uaecb@cbuae.gov.ae
Website: www.centralbank.ae

Ways to apply

Contact centre

Contact centre

Call our 24-hour contact centre on 600 50 2030.

Visit us

Visit us

We will be happy to welcome you at any of our branches. Find the closest branch to you

Branches & ATMs