The Central Bank of Egypt has released a clear and simple guide, including a video and infographics,

explaining the steps customers of the banking sector should follow to file a bank complaint and

ensure their rights are protected.

This initiative reflects the Central Bank’s commitment to transparency and consumer protection

in the banking industry.

Steps to File a Bank Complaint with Your Bank

Customers can contact their bank through the following channels:

Bank’s call center

Bank’s website or email

Visiting the bank branch in person

Important Tips to Follow

Obtain a reference number for your complaint to track its progress easily.

The bank must respond to your complaint within a maximum of 15 working days.

You have the right to appeal the bank’s response within 15 days if you are unsatisfied with the resolution.

Escalating the Complaint to the Central Bank of Egypt

If the issue remains unresolved or the solution is unsatisfactory, customers can escalate their complaint to

the Central Bank by:

Visiting the Central Bank’s branch in person

Or submitting the complaint through the official Central Bank website: www.cbe.org.eg

Required Documents for Filing a Complaint with the Central Bank

The reference number of the complaint submitted to the bank

Customer’s national ID card

In case of an agency, the original power of attorney or authorization

For companies, the commercial registration along with the authorized signatory’s details

Why Filing Bank Complaints Matters

Through these steps, the Central Bank of Egypt empowers customers to safeguard their rights

and ensures fair and transparent resolution of banking issues.

It emphasizes the importance of following up on complaints and obtaining clear

responses within the specified timeframe, with an effective escalation mechanism to uphold customer rights.