Hi, I'm Joseph from Kenya. My relationship manager recently left the bank, and ever since then, no one has been responding to my emails or calls. I have urgent banking requests pending. What should I do?
Hi Joseph,
I'm Kuldeep, and this situation is more common than many business owners realize. When a relationship manager leaves the bank, there can sometimes be a gap before another manager is assigned, but that shouldn't stop you from getting support.
Instead of waiting for a response from your previous manager, start using the bank's official channels. Visit the branch where your account is maintained and ask to speak directly with the Branch Manager or the business bank account team. If visiting isn't possible, call the bank's main customer service number and request that a new relationship manager be assigned to your account.
It's also a good idea to register a formal service request or complaint through the bank's customer support. Make sure you receive a complaint reference number so you can track the status of your request.
If you still don't receive a response within a reasonable time, send a detailed email to the bank's head office or customer care department. Mention when your relationship manager left, the assistance you're waiting for, and any previous emails or calls that went unanswered.
Should the bank continue to ignore the matter, you have the option to escalate the issue to Sanadak, the independent financial ombudsman established by the Central Bank of the UAE, after following the bank's internal complaint process.
My advice is to keep all communication in writing wherever possible. Having email records and complaint reference numbers makes it much easier to escalate the matter if needed.
