>> All customers holding accounts with FutureBank will receive free SMS Alerts for any financial transactions affecting their account(s), Please visit your branch to apply for this service. >> The Central Bank of Bahrain announced the adoption of IBAN (International Bank Account Number) by end of January 2012. Banks will be able to process remittances efficiently and promptly through processing the IBAN of the recipient and will allow the bank customers to make or receive their payments much faster.
It is the endeavor of the Bank to provide customer service of very high standard so that the customers do not have any scope for complaint against the Bank for poor service. The Bank has a sound training programme whereby all staff members are adequately trained on the various products and services offered by the Bank and also to provide polite and efficient service to all customers. The Bank also understands that there could be few customers who may not be fully satisfied with the quality of service rendered to them. The Bank also has an open view regarding reviewing and modifying its existing processes and policies to reduce the customer complaints. In order to address the issues related to dissatisfied customers, the Bank has formulated the following “Customer Complaint Mechanism”
Complaint Box:
Customers could lodge their complaint / suggestions on plain paper or on the Customer Suggestion / Complaint Form available with the Branch Managers (specimen provided below)
The Complaints / Suggestions could be dropped in the complaint box provided at the Branches. The customer also has the option to deliver the complaint / suggestion personally to the Branch In-charge and obtain acknowledgement.
The Branch In-charge will provide a suitable written response to the customer within 5 days from the date of receipt of the complaint
In case the complaint / suggestion requires more than reasonable time to investigate and resolve, the customer will be provided an acknowledgement within 5 working days from the date of receipt of the complaint and the final reply will be provided to him within four weeks from the date of the complaint
Complaint through Internet:
The customers have the option to lodge their complaints through the Internet on the following address:
complaints@futurebank.com.bh
Escalation of Complaints:
Customers have the option to escalate the complaints directly to the Senior Management of the Bank viz. CEO & DCEO’s
Customers could also escalate the complaints to Compliance Department of Central Bank of Bahrain if they are not satisfied with the solution / response provided by the Bank.
