How and Where to Complain

How and Where to Complain:

At Eskan Bank we are committed to providing you with maximum services. If for any reason you are not entirely satisfied with any aspect of our services, we want to hear from you as soon as possible. We will then make the relevant enquiries to solve your matter as soon as we can. Where appropriate, we will also take steps to prevent the problem happening again. Your feedback allows us to improve the products and services we offer to you.

Raising your concerns with us:

Step 1

The easiest and quickest way to resolve any concerns you have to visit any of our branches, or contact our Call Centre (tel. 17567 888). Please allow them to take the first opportunity to answer your concerns and explain your issue. You may also raise your concerns via the ‘Contact Us’ online form.

Step 2

In the unlikely event that you are not entirely satisfied, you can write to:

Complaints Officer
Eskan Bank,
P.O. Box 5370,
Manama, Kingdom of Bahrain,
or
Contact:
Telephone: (+973) 17567888
E-mail: Halaeskan@eskanbank.com

If we are unable to resolve matters, we will send you a letter of acknowledgement within five working days to confirm that we are investigating the matters you have raised. If we are unable to resolve matters within 4 weeks from receiving the complaint, we will respond in writing explaining the position and how we propose to deal with the complaint. If you are still not satisfied with this response we shall advise you on how to take the complaint further within the Bank.

Step 3

Evidently, we always want to resolve any concerns you raise with us internally. However, where you are not satisfied with our final response or if eight weeks have passed since you first raised the matter with us, you have the right to refer your case to the Central Bank of Bahrain (CBB), on the following contact details:

Compliance Directorate
Central Bank of Bahrain,
King Faisal Highway,
Diplomatic Area, Building 96, Road 1702, Block 317
Manama, Kingdom of Bahrain
Telephone: +973 1754 7777 , Fax: +973 1753 0399
E-mail: compliance@cbb.gov.bh