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Complaints mechanism
We value your trust and do our best to provide a reliable and transparent service.
Here’s a guide on how BBK handles customer complaints:
The time frame for response to complaints:
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For normal cases:
All complaints received in writing, online, or by e-mail are acknowledged in writing. We will send customers an acknowledgment letter that includes a reference number within five working days upon receipt of the complaint. The final response and resolution will be sent in writing within four weeks.
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For fraud and legal cases, cases that require retrieval of old documents, and cases involving other banks or third parties:
Response time will depend on the case’s complexity, but rest assured that we keep customers regularly updated about the case’s progress and investigation.
Not satisfied with The Bank's response?
If you find the response unsatisfactory, or if the investigation is taking longer than expected,
you may contact BBK’s Customer Complaints Officer through the following address:
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The Manager
Customer Experience Management, BBK- Sharq,
Ahmed AlJaber St. P.O.Box 24396
Al Safat 13104
Kuwait
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Submit feedback or complaints in one of BBK’s branches
Use our Interactive Locator to find the nearest BBK branch in your area. You may request to speak with the branch manager, or you may opt to drop your complaint or feedback in the “Complaints and Feedback Box”.
Other ways to file
complaints or submit feedback
Via Telephone
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RETAIL BANKING CUSTOMERS
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7:30AM 8:00PM
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Saturday to Thursday
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CORPORATE BANKING CUSTOMERS
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7:30AM 8:00PM
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Saturday to Thursday
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Please write a letter containing the details of your complaint, and address it to the Bank’s Complaints
Officer. You may send your letter to the following address:
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The Manager
Customer Experience Management, BBK- Sharq,
Ahmed AlJaber St. P.O.Box 24396
Al Safat 13104
Kuwait
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Via e-mail:
Send your complaints via e-mail to [email protected].
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Send feedback:
We’d love to hear what you think of our products and services. You may send your feedback and comments via e-mail([email protected]), or you may call 22233600.
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Online Banking Concerns:
For online banking concerns, please send the details using the online form.
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