Easy-to-use guide – Complaints Procedures Guidelines

We are committed to providing Sharia compliant products and services of the highest standards and your relationship is very important to us. If you feel that we haven’t lived up to your expectations in any way, please let us know so we can make things right for you.

Procedure to raising your concerns with us

Please follow the below steps:

Step 01:
The easiest and quickest way to resolve any concerns you have is to contact the business unit manager that you have been dealing with through calling on the main switchboard on +973 17117722. Please allow them to take the first opportunity to answer your concerns and put matters right.

Step 02:
If your concerns have not been addressed by contacting the business unit manager, you can file a complaint using any one of the following channels:

  • Calling main switchboard asking to raise your complaint
  • Visiting our Branch to speak with concern business unit manager
  • Or by filing the online form that is available on our website

Upon receiving your written compliant, we will investigate and acknowledge your issue within 5 working days and aim to resolve it within 20 business days from the acknowledgement date.

Escalation of your Complaint:
In case you are unhappy with our responses, you can escalate your complaint by following the below steps:

Step 03:
In the unlikely event that you are not entirely satisfied with the response obtained from following step 02, you can write to Bank’s Compliance Manager,
Mr. Ahmed Radhi: Compliance Manager – BOK International Bahrain, PO Box 60030, Manama.
E-mail: client.complaints@bokintl.com Telephone: 17117725 Fax: 17117733

Upon receiving your complaint reference number will be given to you and if your complaint needs more than 2 working days to resolve, we will keep you informed and advise you on the expected timeline to resolve your complaint. Additionally, an update of the closure of your complaint will be provided to you no later than 4 weeks from the date of receipt of your complaint.

Step 04:
If you are still dissatisfied with the manner in which your complaint is being resolved:

A – Please contact the Bank’s Chief Executive Officer through contacting the CEO’s office via the main switchboard on +973 17117722.
B – If the above resolution is not satisfactory, please note you may take your grievance to the Compliance Directorate at Central Bank of Bahrain within 30 calendar days from the date of our response.

Important Notice

  • Your complaint cannot be changed, edited or deleted once it has been submitted. An exact copy of your complaint will be sent to the business unit to provide their response.
  • Once a complaint has been closed, it cannot be reopened again.
  • Once a complaint has been closed, it cannot be reopened again.
  • By submitting your complaint, you are representing that it is a truthful account of your experience with the business.
  • The Bank has the right to reject the compliant if the compliant is deemed to be falsified and if it contains any inappropriate language.