Our aim is to earn and develop your trust so that you can bank with ever increasing confidence.

We will always be transparent in conducting our business.

•	Our communication will be clear and objective.
•	We will always disclose our pricing, fees, charges, interest and exchange rates.
•	We will keep you informed of the status of your accounts and activities through regular statements.
•	We will keep your business confidential & protect your data.

Your Relationship Manager will constantly strive to meet your expectations.

•	Your certified Relationship Managers will remain accessible to you and aim to become your financial planner and partner.
•	You will always have additional individuals to handle your relationship in case you are unable to reach your Relationship Manager.
•	Your Relationhip Manager will always provide you with all the relevant information to help you make your financial decisions.

You will always be treated courteously, fairly and with the respect you deserve.

•	You will never be made to wait unduly and always be met promptly if you have made a prior appointment.
•	Even if no prior appointment has been made and you visit our premises, you will be served as soon as possible. In case you cannot wait, your Relationship Manager will contact you to fulfil your need.
•	Your Relationship Manager and his/her team will ensure that your requirements are pursued on your behalf even if they pertain to other departments within our bank, or even third parties in case there are any interdependencies.

Your convenience is important to us. You can contact us through any of our banking channels and expect the same standards of service, across the channels.

•	Our website and online banking applications will be user-friendly
•	You will also be able to send e-mails to us and contact your Relationship Manager via SMS or through our online banking application.
•	You will always get response to your SMS and/or e-mails within two business days and be able to choose the mode of communicaiton you prefer your response to be in.

We can only deliver in line with your expectations with your help. We encourage you to give us feedback and suggestions.

•	Your feedback will be treated confidentially and routed to a senior, empowered individual in the organization.
•	You will (if you wish) receive an update on the status of your feedback/suggestion.
•	In case you have a complaint, you can contact your Center Managers, call our 24/7 Mashreq Gold Phone Banking service on +9714 424 4653 or click here to contact us.