Who we are:

• Action - We believe in getting things done and we consider speed of decision making to be paramount.
• Clarity - We aim to provide information to our customers that is clear, simple, and regularly updated through the Bank’s website and other communication channels. 
• Agility - We like to think of ourselves as ‘simply different’. We are driven by the changing and dynamic needs of our customers. 
• Innovation - We are firmly committed to investing in smarter banking solutions and increasingly using technology to make our range of services more accessible to more customers, wherever they are.

Service Excellence 

• We strive to deliver personal, timely and error-free service every time you visit any of our branches, or interact with our business teams and our contact centre agents through phone or web chat solutions.
• We aim to respond to any query or concern raised through our digital channels or contact centre within 1 working day. You have our assurance that all complaints will be investigated fairly by an independent unit within the Bank. 
• Because your feedback is vital to help us continually improve our services and our quality management system, we consistently conduct customer satisfaction programs to gather your opinions on our products, processes and communications, so that we can deliver the service you need. 

Accessibility

• You can always reach us quickly and easily through our wide Branch and ATM networks, 
• Alternatively, you can connect with us 24/7 via our Contact Centre, Digital Banking, Website and social media channels

Security 

• We have necessary processes in place to ensure confidentiality and privacy of your information in accordance to established industry standards governing RAKBANK and all our employees  
• The Bank has aligned its security policy with industry standard ISO 27001, PCI DSS and guidelines published by NESA (National Electronic Security Authority)
• Key applications that support contact center and branches are subjected to risk assessment as per approved risk management process. All identified risks are addressed in accordance with the risk management process

Compliance

• We have established processes to continually ensure compliance with all regulatory requirements applicable to the business.
• The Bank encourages anyone with reasons to believe that a violation of the law, or regulations, or Code of Ethical Conduct, or any of RAKBANK’s policies and procedures has occurred, to immediately report what they know or suspect for immediate action.

Sustainability

• We believe that our long-term success as a national bank lies in growing people’s best interest and their trust in us by increasing our responsibility towards the community. 
• Our Corporate Social Responsibility is structured around 5 main commitments: Responsible Lending, Corporate Philanthropy, Community Support, Ethical Employment, and Preservation of Natural Resources.