Based on Egyptian Gulf Bank Vision & values and its eagerness to serve its customers by providing accurate, fast and fair solutions, EGBANK provides several channels that allow its customers to communicate their voice and submit their complaints though a simple and easy mechanism to ensure that their voice is heard, recorded and considered. EGBANK assures all its customers clearly and confidently that EGBANK deals with all Customers fairly and with integrity and transparency when handling their complaints, and endeavors to achieve the best interest of all the parties when taking a decision regarding any complaint. Each complaint is fully investigated and analyzed for the full satisfaction of all parties.
A complaint is an expression, either in writing or verbally, of customer's dissatisfaction regarding any product or service provided by the bank or about his relationship with our bank and the level of service provided. It represents an objection through which the customer demands a clarification, interpretation or resolution regarding the complaint, while any request, inquiry, suggestion, or opinion regarding the bank’s products or services is not considered a complaint and it is responded to by the concerned party.
We are providing an easy and simple mechanism for customers to raise a complaint, whereby a customer can submit a complaint regarding his dealings with our bank through any of the following means:
1. The Complaints Box in branches (using the Complaint Form)
2. Customer Protection Unit Email: [email protected]
3.EGBANK Website: https://www.eg-bank.com/
4.Calling the Call Center 19342
5. Direct contact with the Customer Rights Protection Unit (after being directed by the Call Center agents within the working hours)
Customer should raise his complaint to EGBANK first and obtaining the Bank response regarding the complaint before escalating the Issue to the Central Bank of Egypt.
The complaint is not accepted unless it is submitted by the account holder (the Client himself), or by an authorized person (authorized signatory/attorney).
All required data should be completed in addition to the basic details related to the complaint.
EGBANK will provide the Customer with a complaint Reference number within two working days from the date of receiving the complaint in order to enable the customer to follow up the complaint easily with the possibility of following it up by calling the Call Center on 19342.
The complaint will be investigated by the Customer Protection Unit, and the Unit will respond to the Customer regarding the complaint within a period not exceeding fifteen working days from the date of its receipt (except for complaints related to transactions with external parties that may need a longer time to be investigated, and the customer will be notified in that case with the time needed to study the complaint)
The Unit will respond to the customer regarding the complaint (in writing / electronically) through one of the approved means of communication (phone call / sending an SMS text message / the email included in the complaint / written letter)
In case the customer does not accept the decision/feedback regarding his complaint, the customer has to notify the bank in writing within fifteen working days from the date of receiving the Bank response, including the reasons for objection, and in case that the customer did not object to the Bank reply, it will be considered an implied acceptance of the Bank feedback and the customer may not re-submit a complaint about the same subject.
In case the customer notifies the bank of not accepting the complaint feedback received according to the above, the bank will reinvestigate the complaint, and will respond to the customer with the final reply within fifteen working days.
EGBANK is confident that our complaints procedure is expeditious, fair and effective. However, if our feedback does not satisfy you, you will have the right to raise your complaint to the Central Bank of Egypt if your complaint was not answered within the complaint turnaround time or if the second final feedback provided by the bank is not accepted from your side as it would be our final feedback.