Abu Dhabi Islamic Bank – Al Barsha

Dear ADIB Senior Management, I am writing to formally raise a complaint regarding my recent experience with ADIB and to request that the matter be reviewed by the appropriate senior management team. During my recent interactions with the bank, I called several times and requested to speak with the relevant manager regarding my case. I was informed that the manager works in the back office and does not communicate directly with customers. When I later visited the branch in person, I was informed that an amount related to my request had not been released and that I would need to return again to provide an additional signature because my application had not been approved. As I was already physically present at the branch, I asked if I could speak with the manager responsible for the decision so that I could understand what was required and hopefully resolve the matter during the same visit. Unfortunately, I was informed that this was not possible. I also enquired about increasing my credit card limit and found that this required further procedures and another level of processing. I fully understand that banks have internal procedures, approval requirements and compliance obligations, and I respect these requirements. My concern is mainly with the customer experience and the difficulty I experienced in obtaining clear information and resolving relatively straightforward requests. I would therefore appreciate it if ADIB could review the following: 1. Why I was unable to communicate with the manager responsible for my request while I was present at the branch. 2. Why an additional branch visit and signature were required and whether this could have been completed during my original visit. 3. The status of the amount that I was informed had not been released. 4. The correct and simplest procedure for requesting an increase to my credit card limit. 5. Whether the overall handling of my case followed ADIB’s expected customer service procedures. Please register this correspondence as a formal complaint and provide me with the complaint reference number. I would also appreciate a written response explaining the outcome of your review and the steps required to resolve the outstanding matters. My intention is simply to have my concerns properly reviewed and to receive a clear resolution. Thank you, and I look forward to your response. Update. 2/09/26 Kindly note that I already sent all the details by email, but I haven’t received any call or email regarding the matter yet.

يعطيك العافية يا احمد عزمي و أشكرك لي سرعه تعامل و راقي جدا في التعامل مع العملاء شكراً جزيل الشكر.

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