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Customer Complaint Process
Customer Complaint/Suggestion Process – BSI-UAE
Bank Saderat Iran always makes every effort to provide all its customers with excellent customer service. In the rare cases that we might not get things right, let us know what happened so we can resolve it.
Complaint/Suggestions
Complaint/Suggestions can be submitted through other channels as well, such as emails/branch visits.
To file a complaint with any of our Products or Services, please follow these steps:
- Approach your branch in writing to resolve your complaint stating in the letter that you intend to refer the grievance.
- Raise your complaint through the dedicated email businesscare@bsi.co.ae with relevant details such as name & address, Account No. and the details of your concerns.
- Complaints / Suggestions can be sent to the following address with relevant details.
Address
Complaint Management (Compliance Department),
Bank Saderat Iran, Al Maktoum Road, Dubai UAE.
Phone:
BSI-UAE Is committed to responding to your concern within 2 business days.
General Complaint Handling:
Complaints must be acknowledged within 1 business day, and customers must be informed of the complaint handling process.
Complaint Classification & Resolution TAT:
- Critical: Resolution within 1 business day
- Normal: Resolution within 5 business days
- Complex: Resolution within 15 business days
Note : The complaint shall be managed within 2 weeks if the it is of minor nature and does not require detailed investigation. However, final reply must be issued within 30 complete business days from the lodgment of the complaint.