Your Guide to the Code of Banking Practice

At Albaraka Bank, we are committed to serving you with fairness, transparency, accountability, and reliability. The Code of Banking Practice (“the Code”) outlines the minimum service standards you can expect from us and defines your rights and responsibilities when using our banking products and services.

What You Can Expect from Us

• We are committed to:

  • Fair and Ethical Treatment: We will treat you fairly, ethically, and without discrimination.

  • Clear Communication: We will provide clear, timely, and accurate information about products, terms, profit rates, charges, and conditions.

  • Advance Notice: We will give you notice of any changes to fees, services, or terms.

  • Confidentiality: We shall protect your personal and financial information with strict confidentiality.

  • Prompt Response: We will respond to complaints promptly and keep you informed throughout the resolution process.

  • Accessibility: We shall ensure access to affordable basic banking services and accommodate customers with disabilities.

Your Responsibilities as a Customer

• To help us serve you better, please:

  • Be honest and accurate when applying for accounts or finance.

  • Use credit responsibly.

  • Read and understand the terms and conditions of your products.

  • Keep your PINs and passwords secure and report any suspicious or unauthorised transactions immediately.

  • Notify us of any changes to your contact or financial details.

  • Understand the risks involved when acting as a surety, purchasing property or vehicles, or using electronic banking.

  • Contact us early if you are facing financial hardship, we’re here to help.

   

Keeping You Secure

• We take every reasonable measure to protect your accounts, but security also starts with you:

  • We take every reasonable measure to protect your accounts, but security also starts with you:

  • Pin and Password Safety: Never share your PIN or password—even with bank staff.

  • Reporting Losses: Report lost or stolen cards immediately.

  • Vigilance: Stay alert for any suspicious activity when using online and mobile banking. Watch out for phishing, unauthorised access and unusual transactions. Always use trusted networks and keep your devices secure.

Dispute Resolution

If you are not satisfied with how we resolve your concerns/complaints, you may contact the Ombudsman for free and independent assistance.

Want to Read the Full Code?
CLICK HERE to access the Code of Banking Practice.