In light of the Central Bank’s interest in developing the banking sector and enhancing the confidence of customers in it, special instructions were issued to protect the rights of customers, service providers and bond companies on 13/2/2019.

• The main objective of these instructions is to ensure that all categories of customers (including people of determination) obtain their full rights through several principles that the Central Bank is keen on supervising their implementation.

• In order to achieve this goal, a separate unit was established in the bank under the name of the Customer Rights Protection Unit. It is affiliated and reports to the Banking Compliance Sector, Governance and International Standards, to the Audit Committee and the Board of Directors of the bank in addition to the Central Bank and has the right to access files and Records and transactions of customers with complaints

• This unit (in coordination with all sectors of our bank) ensures that the rules for protecting customers’ rights are applied in all transactions
Banking by clarifying the rights and obligations of both the bank and the customer, which achieves more justice and transparency

Customer Rights Protection Rules

1- Dealing with all categories of customers (including people of determination) with the principle of justice and equity
2- Disclosure and transparency
3- Establishing a mechanism to deal with customer complaints
4- Spreading banking culture and awareness among customers
5- Protection of customer data and confidentiality of accounts
6- How to deal with automated and electronic services provided to customers from the perspective of protecting customer rights

The most important obligations of the bank

1- treating all customers, including customers with physical / sensory disabilities, in all stages of banking transactions without discrimination and on the principle of fairness and equity.
2 – Presenting the terms and conditions of the products when marketing them transparently with the availability of automated audio recordings inside the branches through a device equipped with headphones to read the most important terms and conditions of contracts and providing the bank’s presentation of its products and services in sign language within the screens in some branches for customers with determination
3 – Assisting all categories of customers in choosing the banking service / product in a manner appropriate to its ability to fulfill the obligations resulting from it
4 – Creating the infrastructure in some branches for customers with determination, whether in providing ramps that allow easy access to the bank building and ATMs, or in providing doors that open automatically with the expansion of entrance spaces and the provision of elevators in
Some bank branches
5 – The contracts / application forms for the products and services of the bank should be fair, uncomplicated, in a legible font, and be in Braille
6 – Cancellation of any banking product/service that has not been activated (with the exception of savings products) within two working days from the date of concluding the contract
Without imposing any fees or fines
7 – Protecting all customer data and considering it confidential information that may not be shared with others without obtaining a written consent from him, as well as providing the appropriate environment in case the data is kept with the bank or with a third party with whom the bank deals
8 – Respond to customer complaints within 15 working days from the date of their submission, except for complaints related to transactions with external parties, and the customer will be notified of the period necessary to study the complaint

The most important obligations of the customer

1 – Providing correct and updated information so that he can measure the financial ability of the client to fulfill all his obligations such as premiums, commissions and any other additional expenses.
2- Not to disclose any confidential information about accounts to another party and to take all necessary measures to preserve debit and credit cards
3 – The necessity of notifying the bank or the service provider immediately and without delay upon realizing any transaction involving theft or manipulation of accounts
4 – Update his data with the bank, especially the phone numbers, in order to receive all messages related to the executed financial movements, such as withdrawal / deposit or warning messages.

How to deal with customer complaints

1 – The customer has the right to submit a complaint to the Complaints Department of the Export Development Bank of Egypt or to any of the bank’s branches, or to register it with one of the other means provided by the bank.

• Call Center 16710
• Email ‘complaints@ebank.com.eg’
• Our bank’s website www.ebank.com.eg
• Social networking sites: Export Development Bank of Egypt

2 – The bank is obligated to respond to the complaint within 15 working days from the date of its submission (except for complaints related to transactions with external parties, which will notify the customer of the period necessary to study the complaint
3 – In the event that the customer does not accept the response of the bank or the service provider, the customer must notify the bank in writing within 15 working days from the date of the response, including the reasons for non-acceptance.
4 – In the event the bank is notified of the non-acceptance of the response, the bank will reconsider and examine the complaint again on the customer within 15 working days accompanied by clear justifications, especially if the response has not changed
5 – The customer may escalate the complaint to the Central Bank of Egypt in the following two cases:
• Failure to respond definitively to the complaint submitted within 15 working days from the date the bank received it
The customer did not accept the bank’s final response to the subject of the complaint