{"id":25453,"date":"2022-07-29T05:53:17","date_gmt":"2022-07-29T05:53:17","guid":{"rendered":"https:\/\/tcit.ae\/ubf\/?page_id=25453"},"modified":"2023-05-14T23:22:30","modified_gmt":"2023-05-14T23:22:30","slug":"service-promise","status":"publish","type":"page","link":"https:\/\/tcit.ae\/ubf\/who\/service-promise\/","title":{"rendered":"Service Promise"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"25453\" class=\"elementor elementor-25453\">\n\t\t\t\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-fbc1a74 bannerHeadering elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"fbc1a74\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-cb39bc4\" data-id=\"cb39bc4\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f74f9cf elementor-widget elementor-widget-heading\" data-id=\"f74f9cf\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.6.8 - 27-07-2022 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><h2 class=\"elementor-heading-title elementor-size-default\">Service Promise<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-d2ed384 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"d2ed384\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-c679ef3\" data-id=\"c679ef3\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3c95ece elementor-widget elementor-widget-heading\" data-id=\"3c95ece\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Who We Are<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-415a8b7 uael-submenu-icon-plus uael-nav-menu__breakpoint-none sidebarmenu uael-nav-menu__align-left uael-link-redirect-child elementor-widget elementor-widget-uael-nav-menu\" data-id=\"415a8b7\" data-element_type=\"widget\" data-widget_type=\"uael-nav-menu.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"uael-nav-menu uael-layout-vertical uael-nav-menu-layout\" data-layout=\"vertical\">\r\n\t\t\t\t<div class=\"uael-nav-menu__toggle elementor-clickable\">\r\n\t\t\t\t\t<div class=\"uael-nav-menu-icon\">\r\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t<nav class=\"uael-nav-menu__layout-vertical uael-nav-menu__submenu-plus\" data-toggle-icon=\"\" data-close-icon=\"\" data-full-width=\"\"><ul id=\"menu-1-415a8b7\" class=\"uael-nav-menu\"><li id=\"menu-item-24670\" class=\"menu-item menu-item-type-post_type menu-item-object-page parent uael-creative-menu\"><a href=\"https:\/\/tcit.ae\/ubf\/who\/profile\/\" class = \"uael-menu-item\">Profile<\/a><\/li>\n<li id=\"menu-item-25305\" class=\"menu-item menu-item-type-post_type menu-item-object-page parent uael-creative-menu\"><a href=\"https:\/\/tcit.ae\/ubf\/who\/board-of-directors\/\" class = \"uael-menu-item\">Board of Directors<\/a><\/li>\n<li id=\"menu-item-25304\" class=\"menu-item menu-item-type-post_type menu-item-object-page parent uael-creative-menu\"><a href=\"https:\/\/tcit.ae\/ubf\/who\/ceo\/\" class = \"uael-menu-item\">CEO Advisory Council<\/a><\/li>\n<li id=\"menu-item-30220\" class=\"menu-item menu-item-type-post_type menu-item-object-page parent uael-creative-menu\"><a href=\"https:\/\/tcit.ae\/ubf\/who\/ceo-consultative\/\" class = \"uael-menu-item\">CEO Consultative Council<\/a><\/li>\n<li id=\"menu-item-25347\" class=\"menu-item menu-item-type-post_type menu-item-object-page parent uael-creative-menu\"><a href=\"https:\/\/tcit.ae\/ubf\/who\/director-general\/\" class = \"uael-menu-item\">Director General<\/a><\/li>\n<li id=\"menu-item-25411\" class=\"menu-item menu-item-type-post_type menu-item-object-page parent uael-creative-menu\"><a href=\"https:\/\/tcit.ae\/ubf\/who\/committees\/\" class = \"uael-menu-item\">Committees<\/a><\/li>\n<li id=\"menu-item-25440\" class=\"menu-item menu-item-type-post_type menu-item-object-page parent uael-creative-menu\"><a href=\"https:\/\/tcit.ae\/ubf\/who\/code-of-conduct\/\" class = \"uael-menu-item\">Code of Conduct<\/a><\/li>\n<li id=\"menu-item-25492\" class=\"menu-item menu-item-type-post_type menu-item-object-page parent uael-creative-menu\"><a href=\"https:\/\/tcit.ae\/ubf\/who\/service-promise\/\" class = \"uael-menu-item\">Service Promise<\/a><\/li>\n<\/ul><\/nav>\r\n\t\t\t\t\t\t\r\n\t\t<\/div>\r\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-685a7ce\" data-id=\"685a7ce\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-4e13fb8 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4e13fb8\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-ffb6470\" data-id=\"ffb6470\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-54d14a0 elementor-widget elementor-widget-heading\" data-id=\"54d14a0\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Letter from The Chairman<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d5837dc elementor-widget elementor-widget-heading\" data-id=\"d5837dc\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h6 class=\"elementor-heading-title elementor-size-default\">Dear UAE Banks Customers,<\/h6>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-21a6b5e elementor-widget elementor-widget-text-editor\" data-id=\"21a6b5e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.6.8 - 27-07-2022 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#818a91;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#818a91;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p>On behalf of UAE Banks Federation, I am pleased to present to you our Service Promise for bank complaints handling.<\/p><p>This Service Promise was designed as a guideline for UAE banks to use in responding to your complaints. The following pages include the definition of a complaint accepted by UAE banks and the Central Bank as well as the description of the process that banks will use in accepting, communicating and resolving your complaints.<\/p><p>The Service Promise is built around five guiding principles &#8211; transparency, fairness, empathy, reliability, and accessibility \u2013 which we view as core to our daily operations and the care we take to address customer complaints. These guiding principles were selected to ensure that banks in UAE conduct themselves in a manner that is consistent with the highest ethical standards and demonstrate the banking industry\u2019s aspirations to be a global leading practice for the way we attend to consumer complaints.<\/p><p>Although this Service Promise does not address every complaint that may arise; UBF member banks will follow both the letter and the spirit of this Promise as well as honor their obligations and will be provided with the necessary support in that regard.<\/p><p>As its issuer, UAE Banks Federation fully supports this Service Promise, with the endorsement of the UAE Banks. As a banking ecosystem, we are committed to operate according to this Promise and uphold our five guiding principles to handle your complaints.<\/p><p>Thank you for bringing your concerns to us and your loyalty as UAE banks\u2019 customers.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-f4edb7a\" data-id=\"f4edb7a\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6a906e4 elementor-widget elementor-widget-image\" data-id=\"6a906e4\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.6.8 - 27-07-2022 *\/\n.elementor-widget-image{text-align:center}.elementor-widget-image a{display:inline-block}.elementor-widget-image a img[src$=\".svg\"]{width:48px}.elementor-widget-image img{vertical-align:middle;display:inline-block}<\/style>\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"274\" height=\"355\" src=\"https:\/\/tcit.ae\/ubf\/wp-content\/uploads\/2022\/07\/H.E.-Abdul-Aziz-Abdulla-Al-Ghurair.jpg\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/tcit.ae\/ubf\/wp-content\/uploads\/2022\/07\/H.E.-Abdul-Aziz-Abdulla-Al-Ghurair.jpg 274w, https:\/\/tcit.ae\/ubf\/wp-content\/uploads\/2022\/07\/H.E.-Abdul-Aziz-Abdulla-Al-Ghurair-232x300.jpg 232w\" sizes=\"(max-width: 274px) 100vw, 274px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-05c6f78 elementor-widget elementor-widget-image\" data-id=\"05c6f78\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"347\" height=\"132\" src=\"https:\/\/tcit.ae\/ubf\/wp-content\/uploads\/2022\/07\/image-25.jpg\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/tcit.ae\/ubf\/wp-content\/uploads\/2022\/07\/image-25.jpg 347w, https:\/\/tcit.ae\/ubf\/wp-content\/uploads\/2022\/07\/image-25-300x114.jpg 300w\" sizes=\"(max-width: 347px) 100vw, 347px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f13bad5 elementor-widget elementor-widget-heading\" data-id=\"f13bad5\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h6 class=\"elementor-heading-title elementor-size-default\">H.E. Abdul Aziz Abdulla Al Ghurair<\/h6>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-332a703 elementor-widget elementor-widget-text-editor\" data-id=\"332a703\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Chairman<br \/>UAE Banks Federation<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-26726c1 elementor-widget elementor-widget-button\" data-id=\"26726c1\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a href=\"#\" class=\"elementor-button-link elementor-button elementor-size-sm\" role=\"button\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-text\">View full service promise<\/span>\n\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Service Promise Who We Are Profile Board of Directors CEO Advisory Council CEO Consultative Council Director General Committees Code of Conduct Service Promise Letter from The Chairman Dear UAE Banks Customers, On behalf of UAE Banks Federation, I am pleased to present to you our Service Promise for bank complaints handling. This Service Promise was &hellip;<\/p>\n<p class=\"read-more\"> <a class=\"\" href=\"https:\/\/tcit.ae\/ubf\/who\/service-promise\/\"> <span class=\"screen-reader-text\">Service Promise<\/span> Read More &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"parent":24980,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"site-sidebar-layout":"no-sidebar","site-content-layout":"page-builder","ast-global-header-display":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"disabled","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","footnotes":""},"_links":{"self":[{"href":"https:\/\/tcit.ae\/ubf\/wp-json\/wp\/v2\/pages\/25453"}],"collection":[{"href":"https:\/\/tcit.ae\/ubf\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/tcit.ae\/ubf\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/tcit.ae\/ubf\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/tcit.ae\/ubf\/wp-json\/wp\/v2\/comments?post=25453"}],"version-history":[{"count":41,"href":"https:\/\/tcit.ae\/ubf\/wp-json\/wp\/v2\/pages\/25453\/revisions"}],"predecessor-version":[{"id":31361,"href":"https:\/\/tcit.ae\/ubf\/wp-json\/wp\/v2\/pages\/25453\/revisions\/31361"}],"up":[{"embeddable":true,"href":"https:\/\/tcit.ae\/ubf\/wp-json\/wp\/v2\/pages\/24980"}],"wp:attachment":[{"href":"https:\/\/tcit.ae\/ubf\/wp-json\/wp\/v2\/media?parent=25453"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}