How to File a Bank Complaint with the Central Bank of Egypt..Easy Steps to Protect Your Rights

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.