Making a complaint

We aim to resolve your complaint as quickly as possible. If we can do this straight away, and to your satisfaction, we’ll send you a summary resolution confirming this.

Where we need to look into the matter in more detail we’ll send you an acknowledgement within 5 working days via text message or email – if we’ve these details, otherwise we’ll send you a letter. This will explain what will happen next and when you can expect to hear from us again. When we’ve completed our investigation, we’ll send you a full written response.

If your complaint relates to payment services (e.g. Direct Debit, online transaction) we aim to resolve it within 15 business days of receipt. Should something outside of our control cause a delay, we’ve a maximum of 35 business days.For all other types of complaints, we’ve 8 weeks to issue a final response but we’ll aim to resolve your complaint well before this deadline.

Financial Ombudsman Service

The Financial Ombudsman Service (FOS) is a free, independent service that looks into disputes between financial businesses and their customers.

FOS will be able to provide you with an independent review of your complaint. However, FOS will only consider your complaint once you have tried to resolve it with us. You can contact FOS if:

• You are not happy with our final response or summary resolution
• 8 weeks have passed and you have not received a response; or
• 35 working days have passed for payment services related complaints and you have not received a response

The details of the Financial Ombudsman Service are as follows:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567 or 0300 123 9123
Web: www.financial-ombudsman.org.uk

By phone

Our Customer Services team can be contacted on 0800 4086 407, Monday to Friday between the hours of 9.00am and 5.00pm.

By post

You can write to us at:

Customer Care team
Al Rayan Bank PLC
PO Box 12461
Birmingham
B16 6AQ

By email

To contact us by email, please complete this form

The table below provide a breakdown of all complaints made to Al Rayan Bank between July and December 2022.

The Financial Conduct Authority (FCA) require firms to quote the complaint volumes in the context of the number of accounts, so we have included the number of complaints we received per 1,000 accounts for each of the FCA product categories in the first column of the table (labelled ‘Provision’). To give you a better understanding of the figures, our 573 complaints related to banking and credit cards are from 98,993 accounts, which works out to be 5.79 complaints per 1,000 accounts. And 60 complaints related to home finance are from 5,240 balances outstanding, which works out to be 11.45 per 1,000 balances outstanding.

In the last column of the table we have also highlighted the main cause of the complaints, as defined by the FCA, for each category. The majority of the complaints we received were classed as 'general administration and customer service', which includes areas such as delays and bank errors.

Firm name: Al Rayan Bank
Group: Al Rayan Bank
Other firms included in this report (if any): No
Period covered in this report: 1 July - 31 December 2022
Brands/trading names covered: Al Rayan Bank

*As an Islamic bank, Al Rayan Bank does not offer 'credit' cards.