Making a complaint

We aim to resolve your complaint as quickly as possible. If we can do this straight away, and to your satisfaction, we’ll send you a summary resolution confirming this.

Where we need to look into the matter in more detail we’ll send you an acknowledgement within 5 working days via text message or email – if we’ve these details, otherwise we’ll send you a letter. This will explain what will happen next and when you can expect to hear from us again. When we’ve completed our investigation, we’ll send you a full written response.

If your complaint relates to payment services (e.g. Direct Debit, online transaction) we aim to resolve it within 15 business days of receipt. Should something outside of our control cause a delay, we’ve a maximum of 35 business days.For all other types of complaints, we’ve 8 weeks to issue a final response but we’ll aim to resolve your complaint well before this deadline.

Financial Ombudsman Service

The Financial Ombudsman Service (FOS) is a free, independent service that looks into disputes between financial businesses and their customers.

FOS will be able to provide you with an independent review of your complaint. However, FOS will only consider your complaint once you have tried to resolve it with us. You can contact FOS if:

• You are not happy with our final response or summary resolution
• 8 weeks have passed and you have not received a response; or
• 35 working days have passed for payment services related complaints and you have not received a response

The details of the Financial Ombudsman Service are as follows:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567 or 0300 123 9123
Web: www.financial-ombudsman.org.uk

By phone

Our Customer Services team can be contacted on 0800 4086 407, Monday to Friday between the hours of 9.00am and 5.00pm.

By post

You can write to us at:

Customer Care team
Al Rayan Bank PLC
PO Box 12461
Birmingham
B16 6AQ

By email

To contact us by email, please complete this form

The table below provide a breakdown of all complaints made to Al Rayan Bank between July and December 2022.

The Financial Conduct Authority (FCA) require firms to quote the complaint volumes in the context of the number of accounts, so we have included the number of complaints we received per 1,000 accounts for each of the FCA product categories in the first column of the table (labelled ‘Provision’). To give you a better understanding of the figures, our 573 complaints related to banking and credit cards are from 98,993 accounts, which works out to be 5.79 complaints per 1,000 accounts. And 60 complaints related to home finance are from 5,240 balances outstanding, which works out to be 11.45 per 1,000 balances outstanding.

In the last column of the table we have also highlighted the main cause of the complaints, as defined by the FCA, for each category. The majority of the complaints we received were classed as 'general administration and customer service', which includes areas such as delays and bank errors.

Firm name: Al Rayan Bank
Group: Al Rayan Bank
Other firms included in this report (if any): No
Period covered in this report: 1 July - 31 December 2022
Brands/trading names covered: Al Rayan Bank

*As an Islamic bank, Al Rayan Bank does not offer 'credit' cards.

The table below provide a breakdown of all complaints made to Al Rayan Bank between January and June 2022.

The Financial Conduct Authority (FCA) require firms to quote the complaint volumes in the context of the number of accounts, so we have included the number of complaints we received per 1,000 accounts for each of the FCA product categories in the first column of the table (labelled ‘Provision’). To give you a better understanding of the figures, our 378 complaints related to banking and credit cards are from 109,519 accounts, which works out to be 3.45 complaints per 1,000 accounts. And 47 complaints related to home finance are from 5,468 balances outstanding, which works out to be 8.60 per 1,000 balances outstanding.

In the last column of the table we have also highlighted the main cause of the complaints, as defined by the FCA, for each category. The majority of the complaints we received were classed as 'general administration and customer service', which includes areas such as delays and bank errors.

Firm name: Al Rayan Bank
Group: Al Rayan Bank
Other firms included in this report (if any): No
Period covered in this report: 1 January - 30 June 2022
Brands/trading names covered: Al Rayan Bank

*As an Islamic bank, Al Rayan Bank does not offer 'credit' cards.

The table below provide a breakdown of all complaints made to Al Rayan Bank between January and June 2021.

The Financial Conduct Authority (FCA) require firms to quote the complaint volumes in the context of the number of accounts, so we have included the number of complaints we received per 1,000 accounts for each of the FCA product categories in the first column of the table (labelled ‘Provision’). To give you a better understanding of the figures, our 414 complaints related to banking and credit cards are from 111,599 accounts, which works out to be 3,71 complaints per 1,000 accounts. And 84 complaints related to home finance are from 5,791 balances outstanding, which works out to be 14.48 per 1,000 balances outstanding.

In the last column of the table we have also highlighted the main cause of the complaints, as defined by the FCA, for each category. The majority of the complaints we received were classed as 'general administration and customer service', which includes areas such as delays and bank errors.

Firm name: Al Rayan Bank
Group: Al Rayan Bank
Other firms included in this report (if any): No
Period covered in this report: 1 January - 30 June 2021
Brands/trading names covered: Al Rayan Bank

The table below provide a breakdown of all complaints made to Al Rayan Bank between July and December 2021.

The Financial Conduct Authority (FCA) require firms to quote the complaint volumes in the context of the number of accounts, so we have included the number of complaints we received per 1,000 accounts for each of the FCA product categories in the first column of the table (labelled ‘Provision’). To give you a better understanding of the figures, our 409 complaints related to banking and credit cards are from 108,257 accounts, which works out to be 3.79 complaints per 1,000 accounts. And 56 complaints related to home finance are from 5,660 balances outstanding, which works out to be 9.89 per 1,000 balances outstanding.

In the last column of the table we have also highlighted the main cause of the complaints, as defined by the FCA, for each category. The majority of the complaints we received were classed as 'general administration and customer service', which includes areas such as delays and bank errors.

Firm name: Al Rayan Bank
Group: Al Rayan Bank
Other firms included in this report (if any): No
Period covered in this report: 1 July - 31 December 2021
Brands/trading names covered: Al Rayan Bank

*As an Islamic bank, Al Rayan Bank does not offer 'credit' cards

The table below provide a breakdown of all complaints made to Al Rayan Bank between July and December 2020.

The Financial Conduct Authority (FCA) require firms to quote the complaint volumes in the context of the number of accounts, so we have included the number of complaints we received per 1,000 accounts for each of the FCA product categories in the first column of the table (labelled ‘Provision’). To give you a better understanding of the figures, our 837 complaints related to banking and credit cards are from 122,940 accounts, which works out to be 6.81 complaints per 1,000 accounts. And 161 complaints related to home finance are from 5,599 balances outstanding, which works out to be 28.76 per 1,000 balances outstanding.

In the last column of the table we have also highlighted the main cause of the complaints, as defined by the FCA, for each category. The majority of the complaints we received were classed as 'general administration and customer service', which includes areas such as delays and bank errors.

Firm name: Al Rayan Bank
Group: Al Rayan Bank
Other firms included in this report (if any): No
Period covered in this report: 1 July - 31 December 2020
Brands/trading names covered: Al Rayan Bank

*As an Islamic bank, Al Rayan Bank does not offer 'credit' cards.

The table below provides a breakdown of all complaints made to Al Rayan Bank between the 1st of January and 30th of June 2020.

The Financial Conduct Authority (FCA) require firms to quote the complaint volumes in the context of the number of accounts, so we have included the number of complaints we received per 1,000 accounts for each of the FCA product categories in the first column of the table (labelled ‘Provision’). To give you a better understanding of the figures, our 1570 complaints related to banking and credit cards are from 123,430 accounts, which works out to be 12.72 complaints per 1,000 accounts. And 202 complaints related to home finance are from 5,446 balances outstanding, which works out to be 37.09 per 1,000 balances outstanding.

In the last column of the table we have also highlighted the main cause of the complaints, as defined by the FCA, for each category. The majority of the complaints we received were classed as 'general administration and customer service', which includes areas such as delays and bank errors.

Complaints publications report

Firm name: Al Rayan Bank
Group: Al Rayan Bank
Other firms included in this report (if any): No
Period covered in this report: 1 January - 30 June 2020
Brands/trading names covered: Al Rayan Bank

*As an Islamic bank, Al Rayan Bank does not offer 'credit' cards.

The table below provides a breakdown of all complaints made to Al Rayan Bank between July and December 2019.

The Financial Conduct Authority (FCA) require firms to quote the complaint volumes in the context of the number of accounts, so we have included the number of complaints we received per 1,000 accounts for each of the FCA product categories in the first column of the table (labelled ‘Provision’). To give you a better understanding of the figures, our 1,310 complaints related to banking and credit cards are from 124,580 accounts, which works out to be 10.52 complaints per 1,000 accounts. And 209 complaints related to home finance are from 5,365 balances outstanding, which works out to be 38.96 per 1,000 balances outstanding.

In the last column of the table we have also highlighted the main cause of the complaints, as defined by the FCA, for each category. The majority of the complaints we received were classed as 'general administration and customer service', which includes areas such as delays and bank errors.

Complaints publications report

Firm name: Al Rayan Bank
Group: Al Rayan Bank
Other firms included in this report (if any): No
Period covered in this report: 1 July - 31 December 2019
Brands/trading names covered: Al Rayan Bank

*As an Islamic bank, Al Rayan Bank does not offer 'credit' cards or insurance products

The table below provides a breakdown of all complaints made to Al Rayan Bank between January and June 2019.

The Financial Conduct Authority (FCA) require firms to quote the complaint volumes in the context of the number of accounts, so we have included the number of complaints we received per 1,000 accounts for each of the FCA product categories in the first column of the table (labelled ‘Provision’). To give you a better understanding of the figures, our 646 complaints related to banking and credit cards are from 119,132 accounts, which works out to be 5.42 complaints per 1,000 accounts. And 273 complaints related to home finance are from 5,390 balances outstanding, which works out to be 50.65 per 1,000 balances outstanding.

In the last column of the table we have also highlighted the main cause of the complaints, as defined by the FCA, for each category. The majority of the complaints we received were classed as 'general administration and customer service', which includes areas such as delays and bank errors.

Complaints publications report

Firm name: Al Rayan Bank
Group: Al Rayan Bank
Other firms included in this report (if any): No
Period covered in this report: 1 January - 30 June 2019
Brands/trading names covered: Al Rayan Bank

*As an Islamic bank, Al Rayan Bank does not offer 'credit' cards.

The table below provide a breakdown of all complaints made to Al Rayan Bank between July and December 2018.

The Financial Conduct Authority (FCA) require firms to quote the complaint volumes in the context of the number of accounts, so we have included the number of complaints we received per 1,000 accounts for each of the FCA product categories in the first column of the table (labelled ‘Provision’). To give you a better understanding of the figures, our 461 complaints related to banking are from 129,391 accounts, which works out to approximately 3.56 complaints per 1,000 accounts. And 387 complaints related to home finance are from 5,186 balances outstanding, which works out to approximately 76.57 per 1,000 balances outstanding.

In the last column of the table we have also highlighted the main cause of the complaints, as defined by the FCA, for each category. The majority of the complaints we received were classed as 'general administration and customer service', which includes areas such as delays and bank errors.

Complaints publications report

Firm name: Al Rayan Bank
Group: Al Rayan Bank
Other firms included in this report (if any): No
Period covered in this report: 1 July - 31 December 2018
Brands/trading names covered: Al Rayan Bank

* As an Islamic bank, Al Rayan Bank does not offer 'credit' cards.

The table below provide a breakdown of all complaints made to Al Rayan Bank between January and June 2018.

The Financial Conduct Authority (FCA) require firms to quote the complaint volumes in the context of the number of accounts, so we have included the number of complaints we received per 1,000 accounts for each of the FCA product categories in the first column of the table (labelled ‘Provision’). To give you a better understanding of the figures, our 533 complaints related to banking are from 126,198 accounts, which works out to approximately 4.22 complaints per 1,000 accounts. And 251 complaints related to home finance are from 4,577 balances outstanding, which works out to approximately 55.08 per 1,000 balances outstanding.

In the last column of the table we have also highlighted the main cause of the complaints, as defined by the FCA, for each category. The majority of the complaints we received were classed as 'general administration and customer service', which includes areas such as delays and bank errors.

Complaints publications report

Firm name: Al Rayan Bank
Group: Al Rayan Bank
Other firms included in this report (if any): No
Period covered in this report: 1 January - 30 June 2018
Brands/trading names covered: Al Rayan Bank

* As an Islamic bank, Al Rayan Bank does not offer 'credit' cards.

The table below provide a breakdown of all complaints made to Al Rayan Bank between July and December 2017.

The Financial Conduct Authority (FCA) require firms to quote the complaint volumes in the context of the number of accounts, so we have included the number of complaints we received per 1,000 accounts for each of the FCA product categories in the first column of the table (labelled ‘Provision’). To give you a better understanding of the figures, our 404 complaints related to banking are from 121,247 accounts, which works out to approximately 3.33 complaints per 1000 accounts. And 118 complaints related to home finance are from 4,221 balances outstanding, which works out to approximately 27.95 per 1000 balances outstanding.

In the last column of the table we have also highlighted the main cause of the complaints, as defined by the FCA, for each category. The majority of the complaints we received were classed as 'general administration and customer service', which includes areas such as delays and bank errors.

Complaints publications report

Firm name: Al Rayan Bank
Group: Al Rayan Bank
Other firms included in this report (if any): No
Period covered in this report: 1 July - 31 December 2017
Brands/trading names covered: Al Rayan Bank

* As an Islamic bank, Al Rayan Bank does not offer 'credit' cards.