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Service Excellence

At RAKBANK, we treat every point of contact as an opportunity to strengthen our relationship with our customers. 

We recognize our customers to be our imperative stakeholders who form a core part of our continuous journey towards Service Excellence. Therefore, RAKBANK has defined its goals in recognizing every customer engagement at all touch points to be crucial to the future growth and continuity of our business. 


The Service Excellence Unit, within RAKBANK, initiates various touchpoints in our ‘excellence’ journey through Customer Engagement activities to receive regular feedback from our valuable customers. In addition, our Complaints Handling team continually strives to ensure that all customer concerns are resolved promptly and do not recur.
Customers can write to RAKBANK on contactus@rakbank.ae or can log a complaint through various channels available including Branches, Contact Centre, Digital Banking etc. If a complaint is not resolved to the customers satisfaction, they can escalate the matter to Central Bank by calling 80022823 or writing to uaecb@cbuae.gov.ae.


RAKBANK’s Customer Service Charter available here sets out our commitment and turnaround times to all our customers.We work towards creating more value to our customers, involving and partnering with them in the development of new and innovative products, services, and experiences. This will also lead the way to build a long term relationship with our customers based on our Vision, Mission, and Core Values