Dear valued customer,
We're always looking for ways to improve your experience, we are thrilled to announce upcoming enhancements to our complaint system. This upgrade is all about giving you more control and visibility over your complaints. Here's what you can expect:

• Track your complaint in real-time: No more wondering about the status of your complaint. You'll be able to track its progress every step of the way, from submission to resolution.
• Add notes and updates: Keep us informed about any new developments or questions you have regarding your complaint. Simply log in and add notes directly to your complaint ticket.
• Check complaint feedback: See the resolution and any feedback provided by our team once your complaint is addressed. This allows you to understand how we've reached a resolution and ensures transparency in the process.

What does this mean for you?

• Faster resolutions: With clear communication and real-time tracking, we can work together to resolve your complaints more efficiently.
• Improved satisfaction: We believe these features will give you a more empowered and transparent experience when navigating any issues you may encounter.
• Stronger relationship: Being able to track your complaint and see our feedback fosters a better understanding between you and our team.

At Crédit Agricole Egypt, customer satisfaction is our priority. Please share with us your customer experience and submit your suggestion / complaint using the electronic form below.

To Submit your complaint

Click here    

To Track your complaint

Click here

To ensure efficient communication through Crédit Agricole Egypt’s different channels (website – Facebook – Customer services – Emails) and to be able to answer your inquires and suggestions, you are kindly requested to use appropriate language and not to use words that are considered abusive, or contain political or religious connotations or any offensive materials. In case of violation, the bank will have the right to disregard such communication and to take the necessary legal action.

As per CBE instructions # 123, customers are not allowed to file their complaints to the Central Bank of Egypt before referring in prior the matter to the Bank. The Bank will reply to the customer within 15 working days from the date of receiving the complaints (except for complaints concerning transactions with foreign entities /third parties, knowing that the customer will be informed about the time required for investigating the complaint). We thank you for your commitment for an ongoing easy exchange of communication.

Important Notes:

• In case of lost/stolen cards, kindly use (banki Mobile or banki Online) for cards blockage or contact Crédit Agricole Egypt self-service IVR on 19191.
• Our digital banking services (banki Mobile and banki Online) are always available, making banking from anywhere, at any time, easier and more convenient.

All submitted complaints are directed to Crédit Agricole Egypt Customers Rights Protection Unit to start the necessary investigations within 2 business days. Please ensure that entered data is correct to enable us processing your complaint successfully. Other ways to submit your complaint?

In Branch	By Phone
Visit your nearest branch	Personal Banking Customers 19191 Banque Privée Customers 19077 Enterprises Customers 19191 For International Calls +202 33329300

All submitted complaints are directed to Credit Agricole Customers rights protection unit to start the necessary investigations within 2 business days.

Customer Rights Protection Charter & Complaints Handling Mechanism
In light of CAE’s policy to protect customers and spread banking culture in parallel with the regulations issued on 19 February 2019 & 7 May 2024 by the Central Bank of Egypt (CBE) regarding Banking Sector Consumer Protection, this Charter aims at a set of principles, including the following:

• Treating all customers at all stages of banking transactions without discrimination and on the principle of justice, fairness and credibility.
• Dealing with customers in a professional manner characterized by fairness and transparency.
• Presenting the terms and conditions of the products and services when marketing them transparently, and in line with the bank's offering of the product or service to the customer before or during the time of purchase.
• Measuring the customer’s financial capability to help him fulfill all due obligations such as installments, interest, commissions and any other additional expenses that the customer may be committed to in his relationship with the bank.
• Assisting the customer in choosing the appropriate service or product, that suits his needs and his ability to fulfill the obligations resulting from it, without forcing the customer to buy a set of products to obtain a specific product.
• Clarify the method for canceling the service or product, the time required for that, and the consequent expenses and deductions.
• The customer has the right to withdraw from the services he requested before the bank responds to his request by activating the service (except for saving products) within two working days from the date of concluding the contract, without imposing any expenses or fines.
• All financial and personal data and information of the customer shall be considered confidential information that should not be used or circulated with others without obtaining the customer’s prior written consent, and without prejudice to the relevant laws.
• Providing the appropriate environment to protect customers' financial and personal data and information, whether these data and information are kept with the bank or with any third party with whom the bank deals.
• Not to disclose any information or data related to customers or their accounts except after verifying their personal identity - or their legal representative.
• In the event that it is not possible to provide a product or service to him, the customer shall have the right to know the reasons for this “if possible” and in a manner that does not conflict with the relevant laws.

In return, the Bank shall have the right to the customers' commitment to the following:

• Regularly update the personal data at the bank, including job and residential address, email, phone number and whenever changes occur to prevent any fraud attempts and avoid delays in providing the required service.
• Not to disclose any confidential information related to cards or personal account and all information related to electronic banking services.
• Notifying the bank or the service provider immediately and without delay upon realizing any incorrect transaction.
• In the event of the customer’s non-compliance with the previous clauses, the customer bears full responsibility for any transactions that took place without his consent, and the commissions and expenses that result from them.
• Providing accurate and clear information to the bank or service provider that would enable them to provide appropriate services and products to the customer.
• Reading and full understanding of the terms and conditions associated with the product when obtaining it, whether that was done on paper through one of the bank's branches or through the bank's official website.
• Commitment to use bank accounts in accordance with the applicable legislations inside Egypt, without any violation of the Regulations of Anti-Money Laundering and Combating the Financing of Terrorism (AML & CFT).

To facilitate achieving the purpose of the complaint, It should include the following:

• The reason of the complaint should be clearly stated (providing factual and accurate information to support the complaint).
• Clarifying the corrective action required.
• Mention all the customer's means of communication so that we can quickly respond to the complaint.

Mechanism of handling customer complaints:

• The customer shall have the right to submit his complaint to CAE Customer Rights Protection Unit through one of the following methods:
  • Contact the Call Center at 19191.
  • Credit Agricole Egypt branches network.
  • Banki Mobile application.
  • CAE official Website: ca-egypt.com.
  • The official social media sites of Credit Agricole Egypt.
  • Visit CAE Customer Rights Protection Unit located at the bank's Head Office.
• The bank is adhered to immediately confirm receipt of the complaint through providing the complainant with a reference number. In case this is not possible, the complainant shall be provided with the reference number within a maximum period not exceeding two business days as from date of the complaint receipt of.
• Providing the complainant with the complaint reference number in writing or electronically according to the communication method specified by the complainant, which may include any of the following means:
  • Correspondence, recorded phone calls, and SMS via mobile phone.
  • Any other electronic channels such as e-mail and website.
  • Personal appearance before the bank’s employees or representatives thereof at any of the customer service locations.
• Making every effort and taking all measures necessary for tackling complaints lodged to the bank before directing complainants to escalate their complaints to the Central Bank of Egypt.
• The bank is committed to responding to the complaint in writing or electronically within 15 business days from the date of submission in a manner that allows the complainant to maintain the response, which must include the following:

1. Acceptance of the complaint with providing the solutions or corrective actions appropriate to the complainant to tackle the complaint thereof;
2. Rejecting the complaint with stating the reasons, or providing solutions to tackle the complaint without accepting it in case no mistake is found from the bank’s side;
3. Attaching a copy of the Customer Rights Protection Charter and Mechanism Complaints Handling Mechanism; and
4. Notifying the complainant of all rights thereof in case of not accepting the bank's response, and the procedures to be followed in this case, as well as the consequences of not following these procedures.

• As for the complaints involving transactions with external parties (another bank, outsourcing service providers or agents contracted with the bank........others), the condition of responding within 15 business days shall not be applicable.
• In case customer does not accept the response provided by the bank or service provider, the customer must notify the bank in writing within 15 business days from the date of the response, including the reasons for non-acceptance and any comments. In case customer does not do so, it shall be deemed an implicit acceptance of the response received. The bank may accept the objection of the complainant after the aforementioned period if the latter provides acceptable justifications.
• In case the complainant notifies the bank of the non-acceptance of the response, the bank must do the following:
  • Notify the complainant in writing or electronically of its receipt of this notification and re-investigate the complaint, with attaching the same reference number and date of notification.
  • Re-investigation of the complaint through a higher administrative level than the one previously investigated, provided that none of its members participated in examining it previously.
  • The bank must send the final response in writing or electronically to the complainant within a maximum period of 15 working days from the date of receiving the notification, with excluding external parties (another bank, outsourcing service providers or agents contracted with the bank.........others), provided that this is done in a way enabling the complainant to maintain the response.
• In all cases, the final response must include the following:

1. Provide sufficient and clear reasons for the response.
2. Provide supporting evidence – whenever possible.
3. Reference to the regulations, systems and legislative texts relevant to the complaint under examination.

Referral of Complaints: The Customer Rights Protection Unit may refer all or part of the complaint to its counterpart in another bank, in case the bank has serious justifications that the subject of the complaint falls under the full or joint responsibility of another bank, provided that the complaint is referred within the limits of the part concerned with the bank to which it is referred, together with adherence to maintaining the confidentiality of customer accounts in accordance with Law No. 194 of 2020 promulgated by the Central Bank and Banking Sector Law, in addition to complying with the following:

• The referral must be made within a maximum period of two business days from the date of the complaint receipt.
• Notifying the customer - in writing or electronically - prior to the referral that all or part of his complaint is related to another bank, and the reasons for that.
• Notifying the customer within a maximum period of two business days from the date of referral of the name of the bank to which the complaint is referred, and the means of communication with such bank, including the complaint reference number.
• Informing the complainant of the time period required to examine the complaint.
• The bank to which the complaint is referred must, immediately upon receipt, notify the bank receiving the complaint of the time period required for examining the same, so that the complainant can be notified of this.
• The bank to which the complaint is referred is committed to address, examine, and consider it with the same level of importance and take the procedures followed in examining complaints submitted directly to such bank.
• The bank to which the complaint is referred shall send its response - in writing or electronically - to the bank receiving the complaint, within a maximum period of 15 working days from the date of referral. This shall not be applied to complaints related to external parties.
• In case the bank receiving the complaint refers all or part of the customer’s complaint to another bank, the bank receiving the complaint complies with responding to the customer with the responses of both banks.
• If customer does not accept any of the reported responses, customer must notify the bank receiving the complaint of objection thereof, in accordance with the rules and time frames stipulated in the instructions. Both the bank receiving the complaint and the bank to which the complaint is referred comply with re-investigation of the complaint.
• The bank to which the complaint is referred adheres to send the final response - in writing or electronically - to the bank receiving the complaint, in accordance with the procedures, controls and time frames stipulated in these instructions.

Customer shall have the right to escalate the complaint directly to the Central Bank of Egypt in the following two cases:

• Failure to respond to the complaint submitted within 15 working days from the date of receipt by the bank.
• Customer does not accept the bank's final response to the subject of the complaint.