Responsible Customer Relations
Our commitment
QIB is committed to transparent, responsible, and ethical marketing practices. The Company commits to provide accurate and transparent communication and responsible interaction with its customers, and strives to ensure that its marketing communications do not include harmful, illegal, immoral, irresponsible or misleading content.
QIB is committed to nurturing our client relationships by providing the best possible professional services and by constantly improving customer experience and reducing customer complaints. To accomplish this, we facilitate comprehensive and real-time communication with our customers, introduce new products and services quickly and securely, and transfer many services from our branches and service centers to our online channels.
Purpose and scope
This policy establishes QIB’s basic principles and commitments to protect customer rights. QIB employees are provided with access to all company policies and ethical guidelines. They are also provided with regular training to reinforce their understanding and implementation of this policy.
This policy applies across all QIB operations and to all persons working for QIB or on its behalf in any capacity, including employees at all levels, directors, officers, suppliers, contractors, external consultants, third-party representatives, and business partners.
Fulfilling our commitment
QIB recognizes that active communication with different stakeholders and the general public is an integral part of good business and administration. In order to reach its overall goals of transparent communication, QIB follows a set of guiding principles:
- Equity and fair treatment: QIB commits to deal fairly and honestly with consumers at all stages of their relationship, so that it is an integral part of the culture of a bank. QIB understands that extra care should also be made and special attention given to the needs of vulnerable persons and groups
- Efficiency: QIB uses modern communication technologies in a timely manner to convey its messages to its target groups. Synergies are sought when it comes to using different communication channels. QIB replies without unnecessary delay to information requests by the media and the public. QIB’s customers have access to adequate complaints handling mechanisms that are accessible, affordable, independent, fair, accountable, timely and efficient.
- Transparency, accountability, and simplicity: QIB will maintain honesty, integrity and transparency in all its communications and content. As an International Islamic Financial Institution, QIB strives in its communication to be as transparent and open as possible while taking into account Bank secrecy. This contributes to maintaining a high level of accountability. QIB also strives to eliminate ambiguities and omissions across all communication channels.
- Legality: QIB promotes compliance with national and international laws and regulations. The Bank avoids content which encourages illegal behavior or discrimination based on gender, religion, race, economic status or education
- Cultural awareness: As an Islamic financial institution that operates in a multicultural environment, QIB strives to communicate with its target groups in Arabic and English. As a Shari’a compliant bank that cherish the Islamic culture and values, QIB reinforces these values by adhering to a well-defined visual identity in its external and internal communication
- Financial literacy: QIB strives to develop programmes and appropriate mechanisms to help existing and future consumers develop the knowledge, skills and confidence to appropriately understand risks, including financial risks and opportunities, make informed choices, know where to go for assistance when they need it
- Protection of privacy: QIB data privacy and secure policy ensures that customers’ financial and personal information is protected through appropriate control and protection mechanisms
- Feedback: QIB actively and regularly seeks feedback on its image and communication activities both from the media as well as from its key target groups. This feedback is used to fine-tune communication activities
Compliance and reporting
QIB promotes responsible customer relations and responsible marketing and applies a zero-tolerance approach to any breach of this policy. Refusal or failure to act in accordance with the guidelines of this policy will result in an internal investigation and may lead to disciplinary action being taken. Further or repeated non-compliance can be ground for more stringent measures, such as fines, legal prosecution and/or termination, depending on severity.
If a breach or suspected breach of this Policy has been identified by any of QIB’s employees; they must immediately report to their immediate manager. If this method is not feasible; then cases of misconduct should be reported using the local confidential whistleblower portal via telephone or email.
Approvals and review
The Marketing department has overall responsibility to ensure this policy complies with legal and ethical obligation. This policy has been reviewed and approved by senior management of QIB. This policy will be periodically reviewed, taking into account any organizational, legal or business changes that may take place.