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UAE Banks Federation explores a unified framework for handling customer complaints for banking sector

November 29, 2016

The UAE Banks Federation, the professional body representing 49 banks in the UAE, hosted today (Tuesday, November 29, 2016) its 4th CEOs Advisory Council Meeting in Dubai. The meeting provided an engaging platform to assess UBF’s progress in developing a unified approach to customer complaints, discussed the industry’s preparedness in cyber-security domain and reviewed latest developments in the sector.

Speaking on the sidelines of the gathering, H.E. Abdul Aziz Al Ghurair, Chairman, UAE Banks Federation, said: “The CEOs Advisory Council Meeting was a highly productive event. As the industry nears the end of the year and looks ahead to welcome new beginnings, it was important that we assessed key trends and developments that impact the domestic banking sector. UBF is dedicated to building a resilient industry that incorporates insights, and takes a strategic approach to challenges such as customer experience, fraud and threat to cyber security.”

During the meeting, The CEOs discussed a study prepared by an independent leading consultant, which aims to strengthen UBF’s efforts in designing a unified framework for addressing customer complaints. The body initiated a sector-wide study to explore the scope and structural improvements necessary to build a robust framework that can be incorporated by all banks.

According to H.E. Abdul Aziz Al Ghurair, the UAE’s banking sector may soon benefit from having a unified system in place that is aimed at managing and reducing customer complaints. “Providing a unified framework for customer complaints will bring greater transparency and efficiency when dealing with grievances and make the process of redressal more meaningful and time-bound.” He further added: “Effective implementation of such a framework will translate into more empowered customers. We welcome participants to use this platform, where banks share commitment towards a stronger banking industry and happier customers.”


In a bid to enhance preparedness against threats to sensitive information, the Information Security Committee at UBF proposed a strategy that assesses standards of maturity levels across UAE’s banking industry in dealing with cyber security. In his presentation, Mr. Rinaldo R Oliveira, Vice Chairman, UBF Information Security Committee and Head of IT Security in Commercial Bank of Dubai, outlined ways to transition from a tactical to a strategic approach to boost awareness and security architecture of banks.

The need for dedicated efforts to promote ‘ethical selling’ in the industry was part of the discussions. The council addressed the issue of Ethical selling of banks products and services and agreed on the need that banks, while conducting business, should adopt high ethical standards, due skills, care and diligence in order to promote professionalism and trust in the banking industry as well as enhance the customers experience”

The meeting also touched upon the recent findings of this year ‘Trust Index’ survey whose final draft was shared with the CEOs to identify key indicators that can be collectively improved to boost trust in banking sector amongst customers in the country.

Amongst the speaking engagements at the meeting was a lecture on Growth & Productivity Slowdown’ by Professor Tom Cooley, Professor of Economics at the New York University Leonard N. Stern School of Business.


About UAE Banks Federation
Established in 1982, the UAE Banks Federation, a professional representative body comprising 49 member banks operating in the UAE. The Federation advocates all banks’ interests, and enhances cooperation and coordination among them, in order to promote and upgrade the UAE’s banking industry for the benefit of the banking sector, its customers, and the national economy.

The UAE Banks Federation’s mission and objectives are focused on developing and representing the interests of the member banks and defending their rights. It facilitates the exchange of banking, financial and monetary information in the regional and international fields, and coordinates cooperation around banking procedures and in the areas of legal, technical and administrative affairs. The federation plays a major role in raising public awareness around the beneficial role and distinctive financial, economic and social contribution of the banks to the UAE.

The Federation has an Advisory Council consisting of Bank CEOs which oversees the implementation of the policies, follows up on UBF’s activities and makes necessary decisions, a steering committee and 17 specialized technical committees, covering and discussing all relevant banking issues.

UBF Communications & Public relations Department: 
Emad Al Ghadban                                                
Manager, Public Relations & Communication                                               
Phone: +971 2446 7706                                                   
E-mail: [email protected]                                                                

© Press Release 2016

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