The General Department for the Protection of Customer Rights was established on 27/09/2018, in accordance with the directives of the Central Bank of Egypt, with the aim to activate the centralization of receiving customers’ complaints through various channels (printed/electronic). The presented complaints are examined and considered during the specified time in this regard, and then they are responded to as soon as possible. In the implementation of the confidentiality of customers' data and accounts, the Department replies to complaints via electronic means, according to the customers' registered data on the banking system. Moreover, it coordinates with the departments concerned at our Bank to solve and settle the complaint.

Advice for the Protection of Customers

Housing and Development Bank works on protecting its customers from financial crimes, which represent a global problem, such as fraud, cybercrimes or accounting fraud. We present some advice for the prevention of such crimes and protection of our customers from being exposed to fraud:

Identity Theft

The customers of Housing and Development Bank should follow the following steps:

• Do not give your personal data to any person, through the telephone or spam e-mails.
• Do not carry or keep personal data or the bank card along with their pin numbers in one place.
• Check your accounts, regularly, and investigate any suspicious transactions.
• Shred the documents that contain your personal data before getting rid of them.
• Minimize your personal data when using social media.

Fraudulent Calls

• Housing and Development Bank does not call you for obtaining information supposed to belong to the customer (pin number, credit cards numbers (CVV), the card expiry, etc.).
• Do not give your personal data or card details via mobile phone, unless you are the caller or the call was made by a reliable source.

Usage of Housing and Development Bank Cards

• Do not give your card to any person for any reason whatsoever.
• Do not allow anyone to help you in using the Automated Teller Machine (ATM (, even if he was one of the security staff.
• Watch out for the people standing close to you while you are completing your transactions via the Automated Teller Machines (ATMs).
• Ensure to hide your pin number when pressing it on the keypad of the Automated Teller Machines (ATMs), (the hand palm could be used).
• Use the Automated Teller Machines (ATMs) in well-lit areas.
• Do not let your card out of your sight while being used by the trader.
• Keep your card in a safe place.
• Do not use the Automated Teller Machines (ATMs) that seem damaged and report this to Customer Service immediately.
• Report the theft or loss of your bank card and any transactions not carried out by you, through calling, immediately, 19995.