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Customer Care

How can we help you today?

Call Us

Emirates NBD Egypt is always keen to maintain constant contact with its customers, and we have ensured that whichever channel you wish to use, we are waiting to hear from you.

How can we help you?

Enquiries

Suggestions

Complaints

TALK TO US

Important notice

Our Call Centre is now available 24/7.

Our Digital Banking Platforms (Mobile Banking and Online Banking) are always available, making banking from home easy and convenient.

Priority Banking call center (24 Hrs):

For customers calling in Egypt: 19267

Business Banking call center:

For customers calling in Egypt: 19436

Swift Code (Bank Identification Code):

As of October 4th 2014, the Swift Code (BIC) has become EBILEGCXXXX

Head Office Address:

Plot 85,
El-Tesseen Street,
New Cairo,
Egypt

We have also updated our branch timings. Please check the below link to ensure your convenience.

View Branches and ATMs

Timings: 8:00 AM to 8:00 PM except Friday.

Our commitment to you

At Emirates NBD our customers are extremely important to us. We challenge ourselves to meet very high standards of service excellence to make it easy for you and to grant our customers a unique banking experience.

We want you to tell us about your complaint and we will give your complaint our full attention and try to solve it without unnecessary delay while ensuring that you are kept informed throughout the process.

We are pleased to receive inquiries and suggestions from you, because we strive to provide you with excellent customer service.

How will your complaint be handled?

In order to handle your complaint efficiently, we follow the below procedures:

Logging

We log your complaint on our system.

Advising

Our complaints team will call you within 2 working days and provide you with a reference number relating to your complaint. This will ensure that we can communicate efficiently and effectively with you.

Investigating

We will work closely with all relevant departments to ensure that a thorough investigation and resolution takes place.

Communicating

We will contact you regularly by phone to keep you updated on the progress of your complaint.

Feedback

We will follow-up within two working days from the date of receiving your complaint (except for complaints concerning transactions with other parties. Note that you will be informed about the time required for investigating the complaint).

How to complain?

The simplest way to get in touch with us is via our Online Banking or Mobile Banking App

Using Online Banking

Log in to Online Banking
Under Customer Care, click Complaints
Fill in the complaint form and one of our complaints team will contact you within the specified business days for the complaint

Using Mobile Banking

Log in to Mobile Banking
Enter the required details

24/7 Call Centre

Call us: 16664
Outside Egypt: +20 (0)2 23661000
Priority Banking: 19267

Visiting Branch

Visit the nearest Branch and speak to a member of our customer service team.

Using Online Banking

Log in to Online Banking
Under Customer Care, click Complaints
Fill in the complaint form and one of our complaints team will contact you within the specified business days for the complaint

Using Mobile Banking

Log in to Mobile Banking
Enter the required details

24/7 Call Centre

Call us: 16664
Outside Egypt: +20 (0)2 23661000
Priority Banking: 19267

Visiting Branch

Visit the nearest Branch and speak to a member of our customer service team.

Complaint Escalation

In case there is any objection regarding the complaint reply or you are not satisfied with the final response that you have received, you have the right to refer your case to the Central Bank of Egypt.

Your rights and obligations

In case there is any objection regarding the complaint reply, please notify the bank in writing within 15 days from the reply date, otherwise it will be considered acceptable from your side.

We are pleased to assist you and to receive your complaints in a decent language that does not contain any offensive materials.