This Code explains how Arab Bank UAE will treat customers fairly and what you can expect from us. It is published as part of our Consumer Education and Awareness (CEA) program in line with applicable Central Bank of the UAE (CBUAE) Consumer Protection requirements.

This Code is for awareness and guidance. Your product or service remains governed by its specific terms and conditions, as well as applicable laws and regulations.

Our Commitment

We are committed to acting with integrity and putting customers’ interests first. We aim to deliver fair outcomes across the full customer journey—from product design and marketing through onboarding, servicing, and account closure.

Fair Treatment

We will treat customers with courtesy, respect, and professionalism.. We will provide services fairly and without discrimination, in accordance with UAE laws and CBUAE requirements.

Clear information and transparency

 We will provide clear, accurate, and timely information so you can make informed decisions, including information on:

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• Key features of products and services
• Fees and charges (including, where applicable, third-party fees)
• Key risks, exclusions, limitations, and important conditions
• Your rights and responsibilities as a customer
• How to submit complaints and how long resolution may take

We will communicate in plain language and avoid misleading statements or omissions. Where required, information will be available in Arabic and English, and we will provide accessible formats where needed (including for People of Determination).Responsible marketing and sales

Our marketing and sales practices are designed to be fair and not misleading. We will not apply undue pressure to purchase products or services.

Where relevant, we will provide appropriate options and explain key differences in a way that helps you compare choices and understand what is suitable for your needs.

We will not provide new or optional products or services without your explicit consent, where such consent is required.

Product suitability and responsible banking

We aim to offer products and services that are appropriate for customers’ needs and circumstances. Where an assessment of suitability, appropriateness, or affordability is required, we will:

• Explain what information we need and why
• Conduct the assessment using relevant information
• Provide you with a summary of the assessment results where required

Consumer education and awareness (CEA)We provide consumer education and awareness initiatives to help customers understand general financial concepts, common product features and risks, and safe banking practices.

Our CEA content is intended to be educational and will limit product promotion, referring to product types and characteristics in a general manner to support informed decision-making.

Product Suitability

Products and services are designed and offered with a focus on the overall service experience. We commit to prioritizing our customers' needs and well-being, ensuring each offering is ethical, understandable, and transparent.

Data Protection & Privacy

We are committed to protecting your personal and financial data in line with applicable UAE laws and CBUAE requirements. We will:

• Use your data only for lawful purposes related to providing and managing services, or where you have provided explicit consent
• Limit access to your data to authorized staff and systems
• Not share your personal data with third parties unless you have provided explicit consent or we are required by law/regulation
• Take appropriate action if a data incident occurs, including notifying customers where required

You may have the right to request access to or correction of your personal data, subject to applicable requirements.

Conflicts of interest

We will identify and manage conflicts of interest. Where a conflict cannot be avoided, we will disclose it to you and apply controls to protect your interests.

Service Standards

We aim to provide reliable service through trained staff and accessible channels. We monitor service performance and take corrective action where service issues are identified.

Complaints Handling and Redress

You have the right to raise a complaint about any product or service.

We will:

• Make it easy to submit a complaint through available channels
• Acknowledge and assess complaints objectively
• Provide a written response within the applicable timeframes, in line with regulatory requirements
• Explain the outcome and any redress (where applicable), and how you can escalate if you remain dissatisfied

Error and Issue Resolution

If an error or service issue occurs, we will investigate, correct it where required, and take steps to prevent recurrence. Where a customer has been adversely affected, we will address the impact in line with applicable requirements.

Support for Customers Needing Additional Assistance

We aim to support customers who may need additional assistance, including customers in vulnerable circumstances and those facing financial difficulty, in a respectful and appropriate manner, in line with applicable requirements.

Your Role and Responsibilities

To help protect your interests, you should:

• Provide accurate and up-to-date information
• Read key documents before agreeing (including key terms, fees, and risks) and ask questions if unclear
• Keep your banking credentials secure (e.g., PINs, passwords, OTPs) and report suspected fraud immediately
• Review account statements and notify us promptly of any discrepancies

Regulatory Commitment

Arab Bank UAE is licensed and supervised by the Central Bank of the UAE. We are committed to complying with applicable UAE laws, CBUAE regulations, and Consumer Protection Standards.

How to complain / “Contact us.”

Should you have any complaints or concerns, please contact us at ComplaintsUAE@Arabbank.ae.

 The Bank is committed to resolving your complaint in a fair and timely manner. If you remain unsatisfied with the resolution provided, you have the right to escalate your complaint to Ombudsman Unit of United Arab Emirates Sanadak through their official website: www.sanadak.gov.ae or via e-mail: Info@sanadak.gov.ae