​Should I select a branch while lodging my complaint?

The branch against which a complaint is to be submitted should be selected so that your complaint can be properly directed to the branch concerned.

Through what channels can I send my complaint?

You can send your complaint regarding our bank:

• through our website by using the following link: http://www.isbank.iq  ,
• by calling +964 772 669 86 54 for the Baghdad Branch or +964 751 010 16 98 for Erbil Branch
• by completing a Customer Complaint Form available at the customer hall in branches and delivering it in person, or
• by mailing to District 301, Street 4, Building 7 Waziriyah Baghdad – Iraq for the Baghdad Branch,
and to Gulan Street, UB Plaza, Bakhtiary, Arbil 48640, Iraq for the Erbil Branch.

In how many days my applications that I have sent by completing a complaint form at the branch will be concluded?

Your complaints received by our Bank will be concluded within 7 business days from the date when the complaint was received by our Bank.

Does the response period vary depending on the channel through which I have forwarded by complaint?

Your complaints received by our Bank will be concluded within 7 business days from the date when the complaint was received by our Bank irrespective of the channel used for communicating it.

Should I include detailed information in my complaint?

Minimum information should be provided in respect of areas on the complaint form. Information to be provided by the customer is expected to be clear and understandable. The Bank may request additional information so that the issue can be clearly understood during the assessment process.

What kind of procedures does your bank follow to assess my complaint?

Your all complaints received by our Bank are processed by a member of the Banking Awareness and Consumer Protection Department who works for our Branch and forwarded to the departments concerned in coordination with the Compliance Officer in our branch concerned. All process related to a complaint is closely monitored and followed by the Branch Management.