Abu Dhabi: The UAE Banks Federation, a professional representative body representing 50 member banks operating in the UAE, has adopted a set of guidelines for customer service in the UAE.
The “Customer Charter” also contains details of the responsibilities that customers are expected to abide by to ensure that banks are able to provide them with secure and appropriate products and services.
The Charter is the result of the work done by UAE Banks Federation specialised committees over the past year. The commitment of the Federation to adopt a set of voluntary guidelines relating to customer rights and responsibilities was announced when it issued the UAE Banks Federation Code of Conduct in September 2013.
It also outlines the regulations that banks need to abide by, requires banks to handle complaints efficiently and protect customer information. It also sets out the responsibilities of customers to assist bank staff in understanding their needs clearly by providing requested information, including details about their identity and financial situation, and keeping personal information and details secure, such as account numbers, PIN and other access codes.
Abdul Aziz Al Ghurair, Chairman of the UAE Banks Federation, said, “All UAE Banks Federation member banks set for themselves high ethical standards, because they know that trust among their customers is essential to their success. This Charter brings together in one place the commitments that customers can and should expect from their banks, whoever they bank with in the UAE. But it also clarifies what customers need to do in return to ensure that the services they receive are appropriate for them, to be clear about their needs, careful with the personal banking details, and open about anything they don’t understand in the services being offered to them.”
The Customer Charter underlines the need for banks to have efficient complaint handling arrangements and to take a reasonable and responsible approach to customers who find themselves in financial difficulties.
