Charter of Customer Rights and Statement of Customer Responsibilities

We will strive to consistently deliver a high level of service to our customers.

We will ensure our services comply with the relevant laws and regulations.
We will take responsibility for our decisions and actions.
We will seek to understand our customers’ requirements and identify what is important to them by actively listening and responding to their needs.

We will remain impartial and uphold ethical standards in all customer interactions, ensuring that issues are resolved fairly and promptly.

We will handle all customer account information with the utmost privacy and confidentiality, ensuring its use remains safe and secure.

We will provide consistent service that aligns with our service standards and aim to exceed customers’ expectations.
We will act with care, diligence, honesty, and integrity as we serve our customers.

We will provide clear, relevant, and timely information about our products and services to our customers.

To be served with respect, professionalism, and in a timely manner.

To be treated with courtesy and not discriminated against based on gender, age, religion, caste, or physical ability.

The Bank should ensure that:

1. Customers are provided with contracts, agreements, and terms and conditions that are clear, transparent, easy to understand, and presented in straightforward language.
2. Customers are protected from unfair business or marketing practices, coercive contractual terms, and misleading representations.
3. Customers are safeguarded against physical harm, undue influence, or harassment during their relationship with the Bank.

Customers’ personal information shall be kept confidential unless they have offered explicit consent to the Bank, disclosure is required by law or regulation, or if the information is for legitimate business reasons, such as credit information companies.
Customers have the right to be protected from any form of communications, whether electronic or otherwise, that infringes on their privacy.

Customers have the right to hold the Bank accountable for its products and services and to expect a clear and accessible process for resolving any valid grievances, including ones stemming from the Bank’s sale of third-party products, such as insurance.

Customers are entitled to receive clear and transparent information about products and services, including pricing, associated risks, and the terms and conditions throughout the product or service life cycle, as well as the responsibilities of the customer and the Bank.

1. The Bank is responsible for developing financial programmes and raising customer awareness about financial risks and opportunities, allowing them to make informed decisions about their financial needs.
2. Bank officials will not obtain or accept consumer mandates on incomplete or blank documents or forms, ensuring such practices do not compromise consumers’ interests.
3. Bank officials must address customers’ queries satisfactorily and guide them to the next higher authority for further resolution if the response does not meet customers’ expectations.
4. The Bank will protect customers from unfair practices, such as misleading or false advertising, while upholding customers’ right to privacy. The Bank strictly prohibits any form of unsolicited calls, emails, or messages unless they pertain to customers’ existing relationship with the Bank.
5. The Bank has robust sales procedures in place, ensuring its officials avoid improper sales practices, misrepresentation, aggressive high-pressure sales tactics, and discrimination during the sales process. Additionally, bank officials will ensure that sales materials do not minimise or disregard warnings or cautionary statements.
6. Sales representatives are required to disclose any actual and potential conflict of interest to customers, particularly when providing advice prior to the customer enters into an agreement.
7. Bank officials will only contact customers during regular business hours unless a prior arrangement has been made with the customer.
8. The Bank strictly refrains from using threatening, offensive, obscene, discriminatory, or aggressive language or behaviour in debt collection cases. It does not harass relatives or co-workers, publicly embarrass or shame debtors, engage in intimidating behaviour, use violence or physical force, or mislead borrowers regarding the extent of their debt or the consequences of non-payment.

Customers should always provide complete and accurate information when filling out bank documents.
Customers are responsible for informing the Bank of any changes to their Know Your Customer-related (KYC) information, including, but not limited to, their address, contact details, and financial circumstances.

When applying for a bank product or service, customers should ensure they have access to and fully understand all the obligations associated with the product or service and commit to complying with them.

Customers should ask bank employees questions about anything that is unclear or a condition they are unsure about. Customers should only make decisions when they fully understand all product or service details.

Customers can log complaints or queries through the following channels:

• Contact Centre (from Inside Oman): 800 76076
• Contact Centre (from outside Oman): +968 24 761076
• Email for queries: Customersupport.oman@bankfab.com
• Email for complaints: Customercomplaints.oman@bankfab.com

Branches:

• Main Branch
• Al Khuwair Branch
• Mall of Oman Branch
• Al Khoudh Branch
• Sohar Branch
• Al Buraimi Branch
• Salalah Branch

Customers should only use products or services in accordance with their terms and conditions after they have thoroughly understood them.

Customers must seek clarification from the Bank regarding the risks associated with its financial products or services before purchasing or using them. Customers should only request products and services that meet customers’ needs and risk appetite.

Customers should disclose all their financial obligations with other parties to the Bank when applying for products or services to ensure decisions are made based on their ability to meet the additional obligations after obtaining the product or service.

Customers should immediately report any unauthorised transactions in their bank accounts to the Bank.

Customers should never under any circumstances provide sensitive personal information, banking details, or financial information, such as bank statements, card numbers, or passwords, to any other party.

By engaging with the Bank, customers can explore possible alternative repayment arrangements to ensure the full repayment of their responsibilities to the Bank.

Customers should only use their own postal and email addresses when providing their contact details to the Bank to protect their financial data. Customers must not use the addresses of relatives or friends when dealing with the Bank.

Customers should review all their documents to ensure that all required fields, numbers, and information are inserted correctly before signing them to ensure there are no errors in the information provided. Customers’ signatures are an approval and agreement of a document’s content. Customers should not sign empty or partially completed forms.

Customers should obtain copies of signed contracts and other relevant documents from the Bank and store them safely and securely.