Customer Protection Guide

NBK Lebanon is committed to ensuring a thorough, objective, timely, and fair implementation of all rules and principles related to the banking services provided to its customers. In that respect, the Bank has established the Customer Protection Unit that would assist customer in making adequate decision regarding their banking activities and to ensure that customers are not subject to unfair or deceptive practices by guaranteeing adherence to policies and procedures elaborating the following principles:

Transparency and Disclosure

Maintain an environment and culture of ethical and professional communication methods throughout all levels of interactions with customers. Ensure customers’ rights and duties are clearly conversed by customer-service staff and are made available to clients whenever required.

Increase Customer Awareness and Education

Ensure easily accessible information by customers to their rights and duties. In addition, acknowledging products’ specifications, facilities, and services provided by the Bank.

Fair and Sustainable Marketing Campaigns

Deliver accurate and understandable financial promotional material that is not misleading to customers, by supervising, reviewing and suggesting improvements to marketing campaigns (advertisements), brochures, contracts, statements of accounts and other relevant documents in line with the set policies, procedures and regulations in force.

Complaints Handling

Ensure that customers have access to adequate complaints submission procedures that are accessible, independent, accountable, timely and efficient.

• For all financial products or services, the customer should receive a single/double-page (or electronic equivalent) Key Facts Statement, written in plain language

• Disclose all information, specifically the risks that are relevant to a proposed transaction to customers

Where can I get the form of Rights & Duties? 

It is available at the branches, ask your officer for your copy. As well the From is loaded at the Website.

What does this Form contain?

Rights & Duties presents the details of the product or service, and is based on industry-agreed standards for the
Minimum categories of information to be published for each type of financial product or service. Customer’s signature is required on the Key Facts Statement upon purchasing the product or service.

How necessary is it that I get a copy?

Before a customer purchases a financial product or service, provide the customer with physical copy of the Customer Rights and Duties form. 

This Information is also available within all communication means. Customer physical signatures should be obtained on the Rights and Duties form for all new and existing customers.