We value our customers the most! But if you feel that our service has fell short of your expectations, tell us all about it by submitting the form below. If you wish to fill a physical form you may obtain it at any of our branches. Updated information about our branch locations can be found on this website or by calling 1758 5222. To know more about our complaints procedure please click here
a. Once you have lodged your complaint, we will acknowledge within (a) the same day / 24 hours of receipt of complaint if it’s regarding General Takaful policies and (b) within 5 “Five” business days if it’s regarding Family Takaful policies.
b. Your complaint will be referred to the concerned person/department which will investigate it thoroughly and a written response letter detailing the outcome of our investigation and our decision shall be provided to you within (a) one week of receiving General Takaful policies complaints and (b) within 2 weeks of receiving Family Takaful policies complaints.
c. In the unlikely event that your complaint has not been answered within the timeframes mentioned in b. above, we will write and let you know the reasons why and the further action that we will take including when we anticipate to have concluded our investigation.
d. In the unlikely event that your complaint has not been resolved or that you are not satisfied with the solution provided by us, you have the right to escalate your complaint to Solidarity’s General Manager. Your escalation will be acknowledged as per 3.a above and a written answer shall be provided within 2 weeks from the date of your escalation.
e. After receiving the General Manager’s written decision, and if you are still not satisfied, you can write directly to the Compliance Directorate of the Central Bank of Bahrain or you can submit the case through the “complaint form” on the Central Bank of Bahrain website www.cbb.gov.bh within 30 calendar days from the date of receipt of our final response.
Our commitmentAt all times during this complaint process:
- You will be treated with courtesy;
- Your information will be treated with confidentiality;
- you have the right to enquire about the progress of your complaint;