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Fri 15 Dec 2017 27 Rabia al-Awwal 1439H

Ways to Bank

 

Dear Customers :

Out of our commitment to the Islamic approach in dealing with all people according to the principles and rules of Islamic Sharia and  in order to provide the best services, we would like to notify you that Jordan Islamic Bank believes in the right of the customer to submit any complaint and we will deal with it objectively and clearly with no distinction through an independent, specialized unit and a qualified and trained cadre to deal with customer complaints according to specific mechanisms and procedures based on the best practices in this field.

A- Customer may submit a complaint by the following means and tools:

  • Through regular mail at: P.O Box: 926225 Amman 11190 Jordan
  • The following  E-mail :customer.complaints@islamicbank.com.jo
  • Or calling the toll free number: 080022522
  • visiting the  Customer Compliant Unit in person ( Head office – Shemisani – Thaqafa Street )
  • Or complaint boxes located in the branches and offices of our bank.
  • Or by fax to: 00962 6 5683750

B- Periods needed for dealing with complaints:
The complaint will be evaluated, processed and decided upon, and the customer will be notified of the decision within (10) business days from the date of receiving the complaint and all relevant supporting documents. This period can be extended for a further 10 business days if the complaint requires this and  the customer will be  informed of the justification for this extension. In all cases, the period required to deal with and respond to any complaint  should not exceed  (30) business days from the date of submitting it.

C- In case the customer is not convinced of our bank’s response to the complaint submitted by him, he may resort to the Central Bank of Jordan or to courts, and he  should notify the bank that he filed a complaint with the courts.

Means of complaint to the Central Bank of Jordan:

- Contact the Consumer Protection Department at  009626 4630301

- via www.cbj.gov.jo

- Send an email to fcp@cbj.gov.jo

- Personal attendance to the head office of the Central Bank of Jordan, and its two branches in Irbid and Aqaba.