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Given the current global situation because of COVID-19, protecting our customers and employees is paramount at RAKBANK and we are remaining vigilant in offering alternative methods for our customers not to be affected and for business to continue as per usual via our multiple touchpoints.

Operating Model for our Branches & Contact Centre 

Our Phone Banking agents are available for all customer queries and requests between 9 AM and 6 PM throughout the week. However, for any emergencies like blocking of card, disputes or reporting fraud you may contact us at any time.

We are happy to announce that most of our Branches are now operational for your day to day banking requirements and should you require, you can visit any branch as per the table below for Teller Transactions & Customer Service:

Emirate Branch Operational Days & Timings
Dubai Deira Maktoum Sunday to Thursday
8:00 am to 3:00 pm
Oud Metha Saturday to Thursday
8:00 am to 3:00 pm
Dubai Investment Park
Umm Hurair
Sh. Zayed Road
Al Quoz
Deira Souq
Al Qusais

Mall Branches


Dragon Mart

Saturday to Thursday
10:00 am to 9:00 pm

Friday 2:00 pm to 9:00 pm

Ibn Batuta
Sharjah & East Coast Kalba Sunday to Thursday
8:00 am to 3:00 pm
King Faisal Street Saturday to Thursday
8:00 am to 3:00 pm
Sharjah Rolla Branch
Sharjah Industrial Area Branch
Abu Dhabi & Al Ain Khalidiya
Tourist Club
Al Ain
Ras Al Khaimah Al Dhait
Al Rams
Al Madinah (RAK Town)
Al Nakheel
Al Kharan
Al Hamra
Al Mannai Sunday to Thursday
8:00 am to 3:00 pm

For more details on our Branch operational changes and cheque clearing timings, please click here and refer to subject “Temporary Changes to our Branch Network due to COVID-19”

We request that customers make use of the channels listed below that are available 24/7, which can be accessed digitally, for their day to day banking requirements. 


How is RAKBANK managing its response?

RAKBANK has created a dedicated Business Continuity Management (BCM) Team to ensure an effective bank-wide response to the COVID-19 outbreak. The BCM team is continuously monitoring the latest international and local alerts and advice, and the Bank is consistently evolving its response accordingly.

Does RAKBANK have a Business Continuity framework in place?

Yes, the Bank has a well-established Business Continuity framework set in place, which is in line with industry best practices and regulatory requirements. Our Business Continuity strategies and procedures are regularly tested to ensure organizational resilience and continuity of business services in the event of an emergency. 

Can I currently access my banking services and needs?

Rest assured that we are taking the necessary provisions for our customers and staff against the virus in a way that won’t affect the day-to-day banking needs of our customers or influence the Bank’s operations.

For customers, we recommend replacing visits to our branches or offices with alternatives available to use remotely at the convenience of our customers.

Alternative channels include:

  • Download / login to the RAKBANK Digital App that is readily available at the Apple Store and Google Play Store.
  • RAKBANK ATMs and Electronic Deposit Machines
  • RAKBANK Digital Banking Service 
  • RAKBANK Mobile Apps:​​​​​​
    1. RAKBANK Digital Banking App for Retail Customers 
    2. RAKBANK Business App for Business Banking and Wholesale Banking customers
  • RAKBANK’s Contact Centre and Automated Phone Banking service:
    1. IVR System: 600544049
    2. Direct: 042130000
    3. Islamic: 600540044
    4. Elite: 8004048
    5. International: +9717 2064444
  • RAKBANK’s web chat services available through our Digital Applications.

We understand these are challenging times for some of our RAKBANK Personal Banking customers and we are always committed to support customers (impacted by COVID-19) on a case-by-case basis, that have a Salary Transfer Personal Loan, Non Salary Transfer Personal Loan, Auto Loan, Mortgage Loan or Home In One through various offers and solutions.

To avail Instalment deferral of up to 3 months without any additional fees or penalty interest, please follow the below process:

  • Click here to download the RAKBANK Loans application for COVID-19 Relief Loan.
  • Click here to download the RAKislamic application for COVID-19 Relief Finance.
  • Click here to download the RAKBANK Home In One application for COVID-19 Relief Loan.
  • Click here to download the RAKBANK Loan Application for COVID-19 Relief Loans - applicable for Multiple Loans. 
  • Click here to download the RAKislamic Application for COVID-19 Relief Finances - applicable for Multiple Finances.
  • Click here to download the RAKBANK Loan Application for COVID-19 Relief Loans - applicable for Multiple HIO Facilities.
  • Click here for guidance on how to fill the Covid-19 Relief Loan Application for Multiple Loans.
  • Please fill, sign the same (both pages with date), scan and send the completed form to wesupport@rakbank.ae from your registered email id with RAKBANK.
    For RAKBANK Elite customers, you can scan and send the completed form and documents to elitesupport@rakbank.ae from your registered email id with RAKBANK.
  • Also attach any documentary proof which explains the change in your financial situation (due to COVID-19)

We understand these are challenging times for some of our RAKBANK Business customers and we are always committed to supporting them through various offers and solutions such as providing fee waiver on Digital Banking and debt relief for customers that have been impacted by the outbreak of COVID-19.

We enhanced the services of our Digital Banking platform and we urge our customers to use the RAKBANK Business App, Digital Banking and ATMs / EDMs for their own safety.

Enhanced Digital Banking services and solutions includes the following:

  • Waiver of RAKBANK monthly fees on Digital Banking services for the months of May and June 2020.
  • Waiver of monthly RAKBANK Local TT charges conducted via the Digital Banking app, effective 1st April 2020.
  • Waiver of Merchant Fees monthly payment on RAKBANK Simplify for the next 3 months to businesses, that offer essential services like delivery of medicine, groceries and other related services.
  • AED 50/- Cashback on every Trade Finance request initiated though the Digital platform.
  • Requests made out for Bank Statements, Debit Cards, Cheque Books and much more can be done through the Digital Banking platform at lower charges as compared to the charges incurred when visiting a branch.
  • One time settlement of up to 50% on overdue transaction fees.
  • The MobileCash facility that allows to make supplier payments in cash as per the set limits.

The Bank has recently launched RAKBANK Simplify service, an online store builder which enables merchants to sell online via webstore and social platforms, generate and send secure payment links to customers to collect cashless payments, thereby encouraging social distancing. The Bank would waive-off setup fees and additionally provide a 3 month platform fees waiver to businesses availing this service. To know more about RAKBANK Simplify, merchants can get in touch with the Bank at rakbankpay@rakbank.ae or contact businessbanking@rakbank.ae.

Relief for Business Finance clients

  • Instalment deferral of up to 6 months without any additional fees or penalty interest upon request and on a case-by-case basis for customers (impacted by COVID-19) that have a RAKfinance / Business Loan/ Finance and Asset based Finance.

    Click here to download the RAKBANK RAKfinance Loan application for COVID-19 Relief Loan.
    Click here to download the RAKislamic Business Finance application for COVID-19 Relief Finance.
    Click here to download RAKBANK Asset Based Finance Application for COVID-19 Relief Loan – Multiple Loans
    Click here to download RAKislamic Asset Based Finance Application for COVID-19 Relief Loan – Multiple Finances

​​​​​Relief for Trade Finance & Real Estate Finance clients

  • Effective 1st May 2020, the SME Prime Rate will be reduced by 0.25%; i.e. from 14.25% to 14.00% and EIBOR linked rate will be reset as per the process.
  • Please speak to your Relationship Manager for any assistance with regards to Trade Finance & Real Estate Finance, and we will work with you on a case-by-case basis.

For any debt relief request, please call our phone banking on 04-2130000 and leave your contact details and we will call you back as soon as possible. Alternatively, you can write to us at bbcovidsupport@rakbank.ae or contact your Relationship Manager directly.

With RAKBANK’s Digital Banking platforms, customers can access a variety of banking services that can be completed in just a few simple clicks. This includes, but is not limited to the following:

  • Seeing all of your accounts in one view along with the latest balance and transactions
  • Funds transfers within RAKBANK, the UAE and internationally
  • Paying bills (utilities included) and set up standing orders
  • Checking your credit card minimum payment due
  • Credit Card payments within RAKBANK, the UAE and internationally
  • Initiating requests such as Cheque book request, Statement of Account, Balance Confirmation, Reference Letter
  • Posting salaries through the Wages Protection System
  • Updating customers Emirates ID, trade license and other details
  • Initiating Fixed Deposit, Trade Finance and other services
  • Apply for your chequebook 

In addition to the above, further services that are available for our RAKBANK Business customers includes.

Embrace Electronic / Digital Channels: Our digital channels are designed to conveniently serve all customers day to day Business requirements from the comfort of their home or office. We urge customers to use the RAKBANK Business Mobile App, ATMs and Electronic Deposit Machines for your cash/cheque related services, 24/7 support over web chat or call our automated phone banking service to start banking. Customers can also avail the benefits of discounted pricing offered by our digital banking channels on various services.

Tele-Appointments: While we encourage customers to access our digital channels but essential teller and other services are available through our branches. Customers can also use our Appointment system for some important branch services (Company Profile Change / POA Addition and Additional Account Opening) customers can write in to us at profilechange@rakbank.ae to seek appointments. Similarly you can reach out to your Relationship Managers on their contact numbers / email addresses to discuss matters pertaining to their accounts or other banking products, however if customers need to visit a bank representative a prior appointment is advisable, so that we can attend to you without any inconvenience.

Cash Management Services: We also have a suite of cash management products that encompass electronic deposit machines, cheque scanning machines, document pick-up services etc., all of which can help with uninterrupted banking operations from the convenience of the customer’s office. Please get in touch your Relationship Manager to know more about these services.

For any other assistance please write to your Relationship Manager or Tele Relationship Managers or click here for more information.

RAKBANK’s Business Continuity measures will remain in place for as long as necessary, in accordance with advice from the relevant authorities.

Please feel free to email us at contactus@rakbank.ae or call us on +9714 2130000  or on our international bank phone number +9717 2064444 if you need more details or if you have specific requests related to your banking needs. We hope that you found the aforementioned information useful.