Services charges and fees

The Bank’s transparency is reflected in all our products and services with a commitment of total openness and frank communications.
It’s important for our clients to be aware of all fees and charges that are applied to our banking services. Below a detailed list of charges and fees applied to the individual, joint or business accounts, day-to-day operations, financial facilities, securities and other services.

Customer's rights and duties at BSL BANK

Rights

• To acknowledge the terms, conditions and details of the product or service, and to request ample explanations to be sure that he/she has understood them and can abide by them.
• To obtain from the concerned employee a clear, ample and simplified explanation about the financial services and products with different risk levels.
• To obtain from the concerned employee a professional and clear answer to any question concerning an ambiguous clause or condition.
• To request the use of Arabic in any document, correspondence or transaction with the bank.
• To request reading and obtaining in advance a copy of each document and text referred to in any contract to be signed with the bank.
• To obtain and retain a copy of the contracts and documents signed by the customer, without bearing any additional cost.
• To request the bank to determine the actual cost of the product or service, including the actual insurance cost and the computational method of the lending or deposit interest rate.
• To choose freely an insurance company among, at least, five companies that are accepted by the bank and mentioned in a written list, in case obtaining the product or service is contingent upon the submission of an insurance policy to the bank.
• To obtain any product or service, if it is suitable to the customer’s request, profile and perception of the likely financial risks associated to the product or service.
• To obtain, for each product or service, a periodic detailed statement of account.
• Refuse to sign blank or incomplete forms and make sure that all the required fields and figures in the forms to be signed by the customer are correct and complete.
• Possibility to submit a claim about any service or product, and request from the bank an explanation on the claim’s submission procedure, the time limit needed to be notified of the claim’s outcome, and the mechanism applied to submit the claim to other authorities whenever the customer is not convinced of the claim’s outcome.

Duties

• To provide true, complete and accurate information when filling out any form provided by the bank, and refrain from providing any false information.
• To disclose all financial obligations when applying for a product or service, without prejudice to the rights conferred to customers by the Banking Secrecy Law.
• To update the personal information submitted to the bank, on a continuous basis and whenever required to do so.
• To comply with the terms and conditions governing the chosen service or product.
• To promptly notify the bank of any unknown operation on his/her account.
• To provide the bank with his/her home address, work address, e-mail, mailing address and telephone number, and report any change in this information enabling the bank to contact the concerned customer personally and thus guaranteeing the privacy of his/her information.

Important notes

• Do not provide any other party, under any circumstances, with any details about your bank’s account or any other banking or critical personal information.
• Whenever facing financial difficulties preventing you from meeting your obligations or paying your installments in due time, refer to the bank in order to find out the best options, including the rescheduling of obligations.
• Be careful when granting a power of attorney to a third party to perform your banking and financial transactions, by clearly defining the powers delegated under this power of attorney.

Cybercrime protection guide

Data Privacy Notice

Data privacy is taken very seriously at BSL BANK. Highest security measures are in place to maintain administrative, technical, and physical measures to protect against loss, misuse or unauthorized access, disclosure, alteration or destruction of the personal data of our clients.
BSL BANK is in full compliance with national and international data protection regulations, and is committed to safeguard our customer’s privacy, confidentiality and trust by keeping their personal data secure against theft damage or any misuse either knowingly or unknowingly.
Personal data as defined under the General Data Protection Regulation (GDPR) is any information, whether processed manually or in electronic format, relating to an identified or identifiable natural person (data subject), an identifiable natural person is one whose identity can be ascertained, directly or indirectly, in particular by reference to an identifying identifier such as name, identity number, location data, on-line identity card, or one or more factors relevant to physical, psychological, economic, cultural or social identity.

The Bank’s Data Privacy Notice/Privacy Policy provides details on the following:

• The purpose for which clients’ personal data is collected.
• How their personal data is processed in the course of our banking operations.
• Clients’ rights with respect to our privacy policy.
• The process by which the clients can communicate their requests/complaints with respect to the processing of their personal data.

BSL BANK has appointed a Data Protection Officer-DPO who is responsible to ensure that the bank processes the personal data of its customers in compliance with the applicable data protection rules. The DPO has to ensure that the data protection rules are respected in cooperation with the data protection authority. The DPO must:

• Ensure that data subjects (clients) are informed about their data protection rights, obligations and responsibilities and raise awareness about them.
• Give advice and recommendations to the bank about the interpretation or application of the data protection rules.
• Ensure data protection compliance within the bank and help the latter to be accountable in this respect.
• Handle queries or complaints from clients related to data privacy matters.
• Draw the institution's attention to any failure to comply with the applicable data protection rules.

Customer Complaints Process at BSL BANK

We are committed to providing excellent products and services. If you think you can help us improve or if you have a complaint, we value the opportunity to put things right. 

We're here to listen

When you contact us via any of the following methods, please provide us with as much information as possible. This should include your account information and details of your complaint (product or service).

What happens next?

Acknowledgment

Once you contact us your complaint will be directly sent to our Complaints Unit without passing through any branch staff member or management.

We will notify you within three working days that we have received your complaint. We will try to solve the problem immediately or we will inform you when you can expect a solution from us

Investigation

We aim to settle the matter as quickly and as fairly as possible. However, some issues can be complex, and if we need to carry out a detailed investigation, it may take some time to find a solution. We will keep you informed throughout the process. Generally, we deal with most issues within 15 working days.

Confirmation

When we have finished our investigation, we will send you our reply or contact you to explain the result and the proposed solution to your complaint.