Complaints and suggestions

Reference to the Central Bank of Jordan instructions issued in their letter No. 11628/1/27 dated 28/08/2017 regarding the clients right to submit any complaint about services and/or products that the Company provides, we would like to inform you with the following:

1. You have the right to submit a complaint to the Company about any service or product that has been provided to you by the Company, through the company client Care Unit, either by visiting in person and /or by telephone the free number 080022022 or 065671720 through the available options “voice record” and/or sending an email to ([email protected]) and/or our social media platforms and /or using the customer complaint boxes available at the Company’s head office, branches, and offices, and/or Company fax .

2. In the event that you submit any complaint to the Client Care Unit, we will revert back to you within ten working days from that when the complaint was received with all the supported necessary documents, and the company has the right to extend this period to another ten working days if required. The company will inform you on the extension with justification on that.

1. In all of the given cases above, addressing any complaint or responding to it shall not exceed thirty working days from the date of submitting the complaint.

4. If you are not convinced of the company response or decision to the complaint submitted by you, you can route it to the Central Bank of Jordan or to the judiciary.

5. Knowing that the available means of communication with the Central Bank of Jordan are indicated on the website of the Central Bank of Jordan, and are listed below as follows: -