Submitting Complaints

You may use the designated Complaint Form to file a complaint to NBK Lebanon.

Customer Protection Unit would assist customer in making adequate decision regarding their banking activities and to ensure that customers are not subject to unfair or deceptive practices by guaranteeing adherence to policies and procedures elaborating the following principles:

• Ensuring a thorough, objective, timely, and fair implementation of all rules and principles related to the banking services provided to its customers

• Maintain an environment and culture of ethical and professional communication methods throughout all levels of interactions with customers. Ensure customers’ rights and duties are clearly conversed by customer-service staff and are made available to clients whenever required

• Ensure easily accessible information by customers to their rights and duties. In addition, acknowledging products’ specifications, facilities, and services provided by the Bank

• Deliver accurate and understandable financial promotional material that is not misleading to customers, by supervising, reviewing and suggesting improvements to marketing campaigns (advertisements), brochures, contracts, statements of accounts and other relevant documents in line with the set policies, procedures and regulations in force

• Ensure that customers have access to adequate complaints submission procedures that are accessible, independent, accountable, timely and efficient