We Value Your Feedback
At Aafaq Islamic Finance, we are committed to providing exceptional service and ensuring that our customers have a seamless experience. Your feedback is invaluable to us, as it helps us improve our products and services. If you have encountered any inconvenience or are dissatisfied with any aspect of our service, we encourage you to reach out to us so we can address your concerns effectively.
How to Submit a Complaint or Suggestion ?
We have made it simple and convenient for you to register complaints and suggestions:
Kindly share your suggestions at customer.care@aafaq.ae,
and for any complaints, email us at complaints@aafaq.ae
To help us address your request efficiently, please include the following details:
- Full name
- Contact information
- A clear description of your suggestion or the issue being reported
Your feedback/suggestions are vital. It plays an important role in enhancing our services and improving your overall experience with us. Thank you for taking the time to share it.
Additional Contact Options:
- Phone: You may also contact our Customer Care team through our call center at 600502006 for immediate assistance.
- Visit Us: If you prefer face-to-face communication, you can visit any of our Aafaq Islamic Finance branches (Locate us), where our representatives will be happy to assist you.
- Online Form: You can also submit your complaint directly on our website by clicking here
Our Complaint Handling Process
Once we receive your complaint, we follow a structured process to ensure a timely and fair resolution:
Acknowledgment: You will receive an acknowledgment of your complaint within 2 business days, confirming that we have received your request and are reviewing it.
Investigation & Resolution: Our team will thoroughly investigate your concern and provide a resolution within 7 business days. If further details are needed, we may reach out to you via email or phone to expedite the process.
Status Updates: Throughout the process, we will keep you informed about the status of your complaint and any actions being taken.
Expanding Our Customer Service — Effective March 28, 2026
We are pleased to announce an expansion of our customer service availability. From Saturday, March 28, 2026:
| Channel | Contact Details | Availability |
|---|---|---|
| Call Center | 600 502 006 | 8:00 AM – 8:00 PM, 7 days a week (from March 28, 2026) |
| 04-330 6444 | 8:00 AM – 8:00 PM, 7 days a week (from March 28, 2026) | |
| Email — Suggestions | customer.care@aafaq.ae | Responded to within 3 business days |
| Email — Complaints | complaints@aafaq.ae | Responded to within 2 business days |
| Escalations | escalations@aafaq.ae | As per resolution timelines below |
| Online Complaint Form | Enter Complaint | Available 24/7 |
| Branch Visit | Any Aafaq Islamic Finance branch | Per branch operating hours |
| Fraud Hotline | 600 502 006 (select Fraud option) | 24/7 — Round the Clock |
Important: All complaint and support services are provided free of charge. You will never be asked to pay a fee to submit a complaint or inquiry.
Escalation Process
If you are not satisfied with the initial resolution provided, you have the option to escalate your complaint:
Escalation Email: Send an email to escalations@aafaq.ae, clearly mentioning your complaint reference number. Our senior complaint resolution team will reassess your case and respond as per the same acknowledgment and resolution timelines.
We value transparency and fairness, and we will make every effort to resolve your concern in the best possible manner.
Your Satisfaction Matters
At Aafaq Islamic Finance, we are dedicated to continuously improving our services and addressing your concerns with fairness and efficiency. Your feedback helps us grow, and we appreciate the opportunity to serve you better.
If you have any questions or require further assistance, please do not hesitate to contact us.
If you remain unsatisfied with our response after escalation, you have the right to raise your concern with the UAE Central Bank for independent review. Send your complaint to sanadak@cbuae.com, ensuring that you include your complaint reference number and any previous correspondence for reference,
