Customers Rights & Duties

In compliance with the Basic Circular Number 134 of the Central Bank of Lebanon, Saradar Bank sal would like to inform you of the rights and duties of its customers as outlined below:

To take cognizance of the terms, conditions and details of the banking product or service, and to request ample explanations to be sure that he/she has understood them and can abide by them.
To obtain from the concerned employee a clear, ample and simplified explanation about the financial services and products with different risk levels.
To obtain from the concerned employee a professional and clear answer to any question concerning an ambiguous clause or condition.
To request the use of Arabic in any document, correspondence or transaction with the bank or financial institution.
To request to read and obtain in advance a copy of each document and text referred to any contract to be signed with the bank or financial institution.
To obtain and retain a copy of the contracts and documents signed by the customer, without bearing any additional cost.
To request the bank or financial institution to determine the actual cost of the product or service, including the actual insurance cost and the computational method of the lending or deposit interest rate.
To choose freely an insurance company among, at least, five companies that are accepted by the bank or financial institution and mentioned in a written list, in case obtaining the banking product or service is contingent upon the submission of an insurance policy to the bank or financial institution.
To obtain any banking product or service, provided it is suitable with the customer's request, profile and perception of the likely financial risks associated to the product or service.
To obtain, for each product or service, a periodic detailed statement of account.
Refuse to sign a blank or incomplete Form and make sure all the required fields and figures in the Form to be signed by the customer are correct and complete.
To submit a claim about any service or product, and request from the bank or financial institution an explanation on the claim submission procedure, the time limit needed to be notified of the claim outcome, and the mechanism applied to submit the claim to other authorities whenever the customer is not convinced of the claim outcome.

Complaint Form

Complaint Procedure

In our aim to provide you with the best quality of service, and as per BDL Circular 134 dated 12/2/2015, we, at Saradar Bank, welcome any comment from your side. In this respect, we have put at your disposal a simple and straight-forward complaint handling process, summarized as follows:

1.Submit your complaint by:

Filling the complaint form and depositing it in the Complaint Box available in our branch, or
Filling the electronic complaint form on our website: www.saradarbank.com, or
Calling our Call Center on +961 1 214 666, or
Sending your complaint via mail, to the Head Office, attention:
Customer Protection Unit
Saradar Bldg., Charles Malek Avenue, Ashrafieh, P.O.Box: 16-5766, Beirut, Lebanon

2.The Customer Protection Unit, located in the Head Office, receives the complaints:

From the branch sending all complaints without opening the envelopes.
Directly from the system, for complaints submitted online.
From the Call Center where calls are recorded and forwarded.

Upon receiving your complaint, the Customer Protection Unit contacts you to collect any further information needed to resolve the issue.

Please note that the Customer Protection Unit will get back to you within a maximum of 15 days with the result of the complaint. Additional supporting documents may be requested from you, which might lead to an extension of another 15 days to solve the issue.

Your approval on the closure of the complaint will be documented by the Bank; accordingly, should you not take the initiative to receive our formal response, the Bank will send its response through regular mail in compliance with the Law.

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