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.

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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).

Claim box

By visiting any BSL BANK branch or Head Office, you can submit your complaint via our dedicated complaints boxes. Any team member will direct you to the complaints box space.

E-mail

Send an e-mail to the below e-mail address:

complaints@bsl.com.lb 

Phone

Contact directly the Complaints Unit on the following number: +961 1980080 ext: 7423 From Monday to Friday: from 8:30 a.m. until 4:30 p.m. On Saturdays: from 8:30 a.m. until 12:30 p.m

Mailing Address

Write to our Complaints Unit at the below address: BSL BANK s.a.l. Riad Solh – Beirut, BSL BANK Bldg Banks Street P.O. Box: 11-957 Complaints Unit

Online

Please download the below form, fill it, scan it, and mail it to us to the following email: Complaints@bsl.com.lb

claim form

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.