As part of the Bank’s commitment to promoting a culture of financial literacy

• Hamza AlTailji: Banks are keen on building balanced relationships with customers

Gulf Bank is continuing to spearhead various efforts in support of the Diraya campaign as part of its keenness to enhance financial literacy and education. For the second year in a row, Gulf Bank is supporting the campaign by broadcasting and disseminating awareness and educational materials through social media, the Bank's website, and other channels.

The Diraya campaign is an awareness campaign initiated by the Central Bank of Kuwait and the Kuwait Banking Association. The campaign aims to spread financial literacy in society, raise awareness of the role of the banking sector, and promote the various services that banks offer to their customers.

The Assistant Manager of Corporate Communications, Hamza AlTailji, affirmed Gulf Bank’s commitment to enhancing customer protection and the importance of a balanced relationship between banks and their customers — in keeping with both international best practices and recommendations from the Central Bank of Kuwait. AlTailji pointed out that the “Customer Protection Guide” issued by the Central Bank of Kuwait highlights critical guiding principles on how to protect customers in the banking sector.

Regarding how to file a complaint about a banking incident, AlTaijli said, "Complaints are handled through several stages. In the event of an error (on the part of the customer’s bank), the customer can file a complaint by first communicating with the other party to clarify the incident and allow the bank a chance to address the incident at hand. In the event that the bank does not respond to the customer's complaint, the matter is then raised to the Central Bank of Kuwait.“

He added: “To file a complaint, customers can submit their incidents to their banks on the designated complaint form which should be available at all branches of the bank. When the bank receives the complaint, it must respond to the customer in writing within 15 working days from the date of complaint submission; in the response, the bank must also either clarify if it will correct and resolve the incident stated in the complaint or reassure the customer of the soundness of its procedures regarding the incident in question.”

He continued: “In the event that the bank does not respond to the complaint within 15 working days, or if the response is not satisfactory to the customer, the customer can file a grievance with the Central Bank of Kuwait. Customers should also include a copy of the bank’s response to the complaint, along with any documents related to the incident. The Central Bank of Kuwait will then determine the proper steps to resolve the complaint.”

Gulf Bank's vision is to be the leading Kuwaiti Bank of the Future. The Bank is constantly engaging and empowering its employees as part of an inclusive and diversified workplace in recognition of every employee’s role in delivering customer excellence and serving the community at large. With its extensive network of branches and innovative digital services, Gulf Bank is able to give its customers the choice of how and where to conduct their banking transactions, all while ensuring a simple and seamless banking experience.

Gulf Bank is committed to maintaining a robust sustainability program at the community, economic, and environmental levels through sustainability initiatives that are strategically selected to benefit both the country and the Bank. Gulf Bank supports Kuwait Vision 2035 “New Kuwait” and works with various parties to achieve it.