Complaints

The National Bank of Bahrain in KSA is keen to adhere to the highest standards of professionalism and efficiency in providing products and services to customers, as well as ensuring the provision of assistance and response to any inquiries or complaints. The Bank aims to improve its standards, policies, products, and services, and while the Bank is keen to provide services of a high level of efficiency to its customers, it is aware that some cases may occur in which the customer does not feel completely satisfied with the Bank’s products, services, or response. Thus, the Bank invites all its customers to contact it immediately at any time they feel that the level of services provided to them does not match their aspirations.

Below is a simplified guide on how to submit a complaint to the bank:

In the event of any complaint, we invite all our customers to communicate with the bank either through the usual point of contact for them within the bank, or with the competent department, and a written complaint can be submitted immediately, according to the steps mentioned below:

Step 1

Fill out the customer complaints form and attach the form includes attachments if any, and send them via one of the following methods:

  1. Send the documents via email address to NBB KSA: ksa.ops.saudi@nbbonline.com
  2. Send the documents via mail to NBB KSA national address:
    • 6810 Amr Al Damri Street – Assafarat/Diplomatic Quarter
    • Unit No. 216 Riyadh 3265 – 12511
  3. Contact us on the following numbers during official working hours:
  4. Visit NBB KSA branch in Riyadh city during official working hours as following:
    • NBB KSA Working Hours: From Sunday To Thursday, 09:30 am To 04:30 pm
    • Riyadh Branch – Amr Al Damri Street – Assafarat/Diplomatic Quarter. 

Step 2 

After the bank receives the attached complaint form signed by the customer with the attachments if any, we will start implementing the following:

  • Allocating an employee to follow up on the complaint with the client.
  • Conduct a thorough investigation of the complaint submitted.
  • Statement of the bank’s position regarding the complaint, and the proposed solution.

Step 3

In cases where the customer is not satisfied with the solution proposed by the bank regarding the complaint, he/she has submitted, the employee will direct him about escalating the complaint to the CEO of the bank.

Step 4

According to the bank’s internal policy, every effort will be made to resolve all complaints internally, but if the customer is not satisfied with the final solution, and according to SAMA instructions, he/she has all the right to escalate the complaint to SAMA Care through their official channels:

Complaint (sama.gov.sa)

Complaint Form for Corporates
Complaint Form for Individuals