Boubyan Group | Expanding Financial Horizons

Complaints Process and the Customer Protection Unit

We are pleased to inform you that if you have any complaints, please let us know about it so as we can make it right and enhance your future experiences with Boubyan Bank.

To address your concerns quickly and effectively, follow these steps:

Filing a Complaint with Boubyan Bank

1. Fill out a Complaint form

Download and fill out the below file of the complaint form

Please note that complaints will be disregarded if: 

If the customer’s signature does not match the one with bank’s records.
If the subject of the complaint is being heard before the courts of law.
If there is no contractual relationship between the applicant and the bank.

Complaint Form

2. Choose a submission method

In Person

Print out the filled form and meet with our Complaints & Customer Protection Unit 8:00 am till 3:00 pm (Kuwait City - Mubarkiya - Ali Al Salem St. - Mubarak Tower Block 5, Building 15 Central Commercial Area)

or visit any branch and give it to a branch manager. Keep a copy for your reference.

Digitally

Send the completed form via email to Complaintunit@bankboubyan.com

Via P.O. Box

Send it by mail to Boubyan bank - Complaints & Customer Protection Unit - P.O.Box 25507 Safat 13116 Kuwait.

3. Complaint review and response

• The Complaints & Customer Protection Unit will review your complaint professionally and independently. 
• If corrective actions are needed, the bank will take the necessary steps.
• Written responses will be provided within 15 business days of receiving the complaint.

Boubyan Bank - Complaints & Customer Protection Unit

P.O. Box 25507, Safat 13116,
Kuwait Tel: +965 22325888

In case the subject of complaint is not rectified/sorted out, or in case the customer is not convinced by the bank’s response to the complaint, the customer shall be entitled to file an appeal with the Central Bank of Kuwait using the form made for this purpose.

Filing an Appeal

Central Bank of Kuwait - Consumers Protection Unit

Tel: +965 1864444

The Customer Protection Guide aims to clarify the laws governing financial transactions in order to create more awareness and increase transparency to protect the rights of customers.