Complaint Service Promise
At Mashreq, your voice matters.
Our Customer Care Unit is committed to listening, resolving and constantly improving our services to exceed your expectations. While some cases may take longer to resolve, especially if they require third parties or further investigations, we will keep you updated every step of the way.
Your feedback drives us to raise the bar, in every product, service and experience we deliver.
Wherever you are, Mashreq is always here for you.
What is a Complaint?
A complaint is any expression of dissatisfaction with our products or services, whether due to delays, unmet commitment, misconduct, or any error by the bank or its staff. You can file a complaint through any of the channels listed below.
For other general queries or service requests, you can refer to our FAQs on the website or via the Mashreq Virtual Assistant on the Mashreq Mobile App.
Our Complaint Handling Procedure
- Complaints will be registered in Mashreq’s Complaint Management System. An SMS with the tracking number will be sent to the customer’s registered mobile number
- The complaint will be forwarded to the concerned department for investigation/resolution
- Concerned department will review and investigate the complaint and resolve the matter within the assigned turn-around time
- The Customer Care team will communicate the resolution to customers via SMS or call within 7 working days if the complaint is of a minor nature. However, if the complaint is of a major nature and requires further investigation, it may take additional time to resolve.
- Customer can track their complaint status by logging into the Mashreq Mobile App > Help > Track and Existing Query or Complaint
- If any complaint exceeds it turn-around time, an interim call/SMS will be sent to the customer to update them on the delay
Click here to view complaint handling procedure in Urdu