About BMI Customer Complaint Charter


  • Motto
    To offer and strive continuously for state of art banking services for all our customers across the UAE



  • What do you expect from us?
    We will ensure that our employees:
    1. Have good knowledge, experience, responsibility and authority to deal with any of your enquiries or requests
    2. Deliver all our services in a friendly and timely manner
    3. Treat you with courtesy and professionalism
    4. Maintain privacy of data at all times



  • Compliance
    We have established processes to continually ensure compliance with all regulatory requirements applicable to the business. The Bank encourages anyone with reason to believe that a violation of the law, a regulation, the code of ethical conduct, or any BANK MELLI IRAN policy and procedure, to immediately report what they know or suspect for our immediate action.



  • Aim
    We aim in being customer centric bank in the UAE offering convenient access to innovative and competitive financial products and services to individuals/institutions and business customers.



  • Service excellence promise to you
    We strive to deliver personal, timely and error-free service every time you visit any of our branches, or interact with our Business teams and through email/phone/web. We aim to respond to any concerns raised by you within 5 working day. You have assurance that all your grievances will be addressed fairly by the Bank.



  • What is a Customer Service Charter?
    This Customer Service Charter is a commitment of our service delivery to our customers. We are committed to continuously improve and upgrade our quality of service delivery at all times taking into account customer feedback.



  • How can you help us?
    1.To provide service efficiency, we desire that you provide feedback to enable us to improve our service.
    2.Provide accurate information in your transactions to maintain privacy with us.
    3.Notify us of any changes to your personal/company information as part of customer awareness.
    4.Treat our employees and other customers courteously and professionally.
    5.Secure your Account and ATM Card details including PIN number, passwords, etc for customer protection.



  • Accessibility
    You can always reach us quickly and easily through our branch and ATM networks. Alternatively, you can interact with us through our website www.bmi.ae



  • Security
    We have the necessary processes in place to ensure confidentiality and security of your information with Bank Melli Iran.



  • How to escalate an issue or raise a complaint?
    1. Provide feedback or log a complaint through any of our Branches/Customer contact center/website or email us at complaint@bmi.co.ae
    2. Upon receiving the complaint, we will contact you to further understand your concerns within 1 business working day (same day if received before 2pm).
    3. We commit to provide you an estimated resolution time and update you regularly on the progress.
    4. If we are unable to resolve your complaint within 5 working days, we will inform you of the reasons for delay and specify a date when a decision can be expected and will respond to you officially through a medium accepted by you.
    5. Whenever we provide you with our final resolution, we will inform you of the external escalation options available to you if you are not satisfied and can send your escalation to central bank UAE website


You can always reach us and provide us with your feedback on the following contact: +9714 - 2015219