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Dear Valued Customer,
At Citibank, we endeavor to provide a world-class level of service through a continuous process of staff training and improvement in our processes. Whilst we are grateful for your positive feedback with regards to our standards of service, it is equally important for
us to welcome any concerns you may have with regards to the service provided by our bank. This will help us in further improving our existing standards.
In this regard, we are detailing below the various channels through which you may register your concerns as well as any suggestions that you may have about the service level you expect from Citibank:
Channels available for raising concerns:
  1. You may call our 24-hour CitiPhone Service at +973 1758 2484 (CITI).
  2. You may visit our website www.citibank.com/bahrain (please go to the link: “Complaint & Feedback”)
  3. You can write to our Customer Service Manager, Ms. Sheela Al Ansari, at sheela.alansari@citi.com, or call her at +973 1758 8370.
  4. Escalations can either be raised through the web link provided under point # 2 above or you may also write to the Country Business Manager – Mr. Navneet Kampani, at navneet.kampani@citi.com or by telephone at +973 1758 8352.
  5. If you are not satisfied with the response received, you can direct the matter to Mr. Warif Kanaan, Country Compliance Officer at warif.kanaan@citi.com or by telephone at +973 1758 4150. Our Compliance Officer will review your complaint and provide you
    with an appropriate response along with the various options that are available to you to pursue the matter further within Citibank.
  6. In the event the complaint is still not resolved, our Compliance Officer will provide you with the contact details of the Compliance Directorate at the Central Bank of Bahrain where you can refer your matter.
What you should expect from us:
  1. An acknowledgement within 5 days of receipt of your concern/ complaint and name of the person handling your concern/ complaint.
  2. A comprehensive investigation into the concern/complaint raised.
  3. An interim update letter should your concern/complaint not be resolved within 4 weeks of receipt of your complaint.
  4. A final closure letter addressing your concern/complaint.
Thanking you,

Customer Service
Citibank, N.A. Bahrain
Licensed by CBB as a Conventional Retail and Wholesale Bank

Please note that the abovementioned complaint handling process is applicable only to complaints and/or queries raised by Citibank, N.A., Bahrain (“Citi Bahrain”) customers regarding Citi Bahrain products, services or offers. Citi Bahrain shall not be responsible for handling any complaints or queries raised by customers of other Citibank branches other than those of Citi Bahrain.
 
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