Aiming to fulfill its supervisory role in the area of protecting individual customers’ rights, and most specifically those granted consumer or housing loans, the Central Bank of Kuwait (CBK) issued a circular to all banks and investment companies operating in the State of Kuwait, dated 19/01/2011, requiring they each set up a unit to handle and address customers’ complaints.
Individual customers’ complaints shall be addressed in the following manner:
- First Stage: (individual) customers of banking and financing institutions lodge their complaints with CBK-regulated entities (banks, investment companies, financing companies) using the designated Complaint Form made available at all branches. Upon receipt of the complaint made against it, the concerned entity, in line with instructions in this regard, shall respond in writing within 15 working days of filing, specifying whether corrective measures had been taken regarding the subject matter or indicating the propriety of measures taken regarding the incident indicated in the complaint.
- Second Stage: In case the customer is not satisfied with the response given by the entity concerned, he may lodge an appeal with the Central Bank of Kuwait attaching a copy of the response and all necessary documents to facilitate an assessment of correctness of the institution’s measures or lack thereof.
For inquiries, please contact Consumers' Protection Unit at (1864444).