Your Concerns, Our Priority
We know that sometimes things don’t go exactly as you’d hoped, and when they don’t, we’re here for you.
At Reem Finance, our commitment is to listen, respond, and remedy any concern you bring to us, with respect, transparency and fairness.
Your satisfaction with our services is extremely important to us. If we haven’t met your expectations, we want to make things right as quickly as possible.
What you can expect when you reach out to us with concern/complaint:
- Quick acknowledgement: When you submit a complaint, we will let you know we’ve received it and provide a reference number so that you can track progress.
- Clear, transparent communication: We will keep you informed of the next steps, expected timelines, and any updates along the way.
- Fair, confidential and accessible process: Whether you choose to identify yourself or submit anonymously, your voice matters. We respect your choice and protect your privacy.
- Follow-through and action: We investigate your concern, learn from it, and seek to make meaningful improvements. You’ll receive a response with resolution or next steps.
Why we take complaints seriously
At Reem Finance, our mission is “to harness growth through strategic financial operations driven by integrity and innovation” and our vision is “to deliver business excellence through customised, timely and transparent financing solutions”
Our values, excellence, innovation, integrity, partnership, guide how we treat you and your concerns. We believe feedback is a powerful tool to learn, improve, and uphold the high standards we set for ourselves.
Anonymous Complaints:
We understand that you may prefer to raise a concern without revealing who you are. Rest assured:
- Your identity is protected. Our system is designed such that we can receive and manage anonymous feedback while preserving your confidentiality.
- Your concern is handled with care and sensitivity. Whether identified or anonymous, every complaint is treated seriously and with full respect.
- We still commit to action, resolution and improvement. We monitor and act on the feedback you raise, ensuring it helps us enhance our service, transparency and accountability.
- Our Complaints Management Unit operates independently from all business units, ensuring impartial and objective complaint handling.
To file an anonymous complaint, call 0097126918400 to speak with our Complaints Officer or email directly at (complaints@rf.ae)
Timeline:
- You’ll receive a complaint case number within 2 working days
- We aim to resolve complaints as quickly as possible, which may take up to 30 days
- You can follow up with us at any time, using the reference number that we will provide you with at the time of receiving your complaint
Still Not Satisfied? If you feel our resolution doesn’t meet your expectations, you may escalate your complaint to SANADAK:
- Website:www.sanadak.gov.ae
- Telephone: 8007262325
Our Complaints Handling team is here to assist you and ensure your concerns are heard and addressed with care.
How to Reach Us or submit a Complaint
| Channel | Details |
|---|---|
| Website | Fill out our complaint form, given below |
| Phone | Call 0097126918400 to register your complaint |
| Branch | Visit any of our branches: 1. Abu Dhabi Office 2.Dubai Office |
| complaints@rf.ae | |
| 00971588762762 (for EWA customers) |
What We Need: Please provide your full name, Emirates ID, contact number, email address, complaint details, and your preferred communication language and channel.
Have an issue?
Submit a Complaint
Please be aware
of the following important information to protect yourself from fraud and imposters:
-
- 1- Official Communication: We do not contact customers via Botim nor WhatsApp to offer loan services.
- 2- Geographical Operations: We operate exclusively within the UAE and use only UAE contact numbers.
- 3- Upfront Charges: We never charge any fees upfront.
- 4- Instalments: No instalment payments are required before the loan is granted.