We Value Your Feedback
At Aafaq Islamic Finance, we are committed to providing exceptional service and ensuring that our customers have a seamless experience. Your feedback is invaluable to us, as it helps us improve our products and services. If you have encountered any inconvenience or are dissatisfied with any aspect of our service, we encourage you to reach out to us so we can address your concerns effectively.
How to Submit a Complaint or Suggestion
We have made it simple and convenient for you to register a complaint:
Email: Send your complaint to customer.care@aafaq.ae or complaints@aafaq.ae, including all relevant details such as your full name, contact information, and a description of the issue.
Phone: You may also contact our Customer Care team through our call center (600502006) for immediate assistance.
Visit Us: If you prefer face-to-face communication, you can visit any of our Aafaq Islamic Finance branches where our representatives will be happy to assist you.
Online Form: You can also submit your complaint directly on our website by clicking here.
Our Complaint Handling Process
Once we receive your complaint, we follow a structured process to ensure a timely and fair resolution:
Acknowledgment: You will receive an acknowledgment of your complaint within 2 business days, confirming that we have received your request and are reviewing it.
Investigation & Resolution: Our team will thoroughly investigate your concern and provide a resolution within 7 business days. If further details are needed, we may reach out to you via email or phone to expedite the process.
Status Updates: Throughout the process, we will keep you informed about the status of your complaint and any actions being taken.
Escalation Process
If you are not satisfied with the initial resolution provided, you have the option to escalate your complaint:
Escalation Email: Send an email to escalations@aafaq.ae, clearly mentioning your complaint reference number. Our senior complaint resolution team will reassess your case and respond as per the same acknowledgment and resolution timelines.
We value transparency and fairness, and we will make every effort to resolve your concern in the best possible manner.
Your Satisfaction Matters
At Aafaq Islamic Finance, we are dedicated to continuously improving our services and addressing your concerns with fairness and efficiency. Your feedback helps us grow, and we appreciate the opportunity to serve you better.
If you have any questions or require further assistance, please do not hesitate to contact us.
If you remain unsatisfied with our response after escalation, you have the right to raise your concern with the UAE Central Bank for independent review. Send your complaint to sanadak@cbuae.com, ensuring that you include your complaint reference number and any previous correspondence for reference,
