• We will treat all our customers fairly, consistently and in an ethical manner.
• We will help customers understand the benefits and features of our products, services and offers, and clearly explain how they can be availed.
• We will provide customers with a friendly and helpful service at every customer touch point of Finance House.
• We will follow through and provide necessary updates to customers’ queries.
• We embrace all customer feedback, including; compliments, suggestions and complaints.
• We will acknowledge every customer complaint with a unique reference number and send the customer acknowledgment through an SMS/Email to their registered contact details within 24 working hours of receipt of a complaint.
• We will address all complaints in a fair, objective and timely manner.
• We will communicate to our customers in a professional, clear and explicit manner with regards to resolutions of their complaints within 5 working days, and update them accordingly in writing.
• We will keep customers updated, if their complaints require more time beyond the stipulated timeframe.
• If customers are not satisfied with our response, we will assist them in appealing for a review of their complaints by the higher management of Finance House.
• We will seek customers’ feedback and suggestions on how we can improve our services.

If you have any complaints, concerns or feedback please write to us or call us at:             

Email              : Customer.Care@fh.ae        

Call Centre    :600511114