Customer Rights Protection Charter

In light of Crédit Agricole Egypt’s policy to protect customers and spread banking culture, in parallel with the regulations issued on 19 February 2019 by the Central Bank of Egypt (CBE) regarding Banking Sector Consumer Protection, this Charter aims at a set of principles, including the following:

• Treat all customers at all stages of banking transactions without discrimination, and on the principle of justice, fairness and credibility.
• Deal with customers in a professional manner characterized by fairness and transparency.
• Present the terms and conditions of the products and services. Communicate it transparently, and in line with the bank's offering of the product or service to the customer before or during the time of purchase.
• Measure the customer’s financial capability to help him fulfill all due obligations such as installments, interest, commissions, and any other additional expenses that the customer may be committed to in his relationship with the bank.
• Assist the customer in choosing the appropriate service or product that suits his needs and his ability to fulfill the obligations resulting from it, without forcing the customer to buy a set of products to obtain a specific product.
• Clarify the method for canceling the service or product, the time required for that, and the consequent expenses and deductions.
• The customer has the right to withdraw from the services he requested before the bank responds to his request of activating the service (except for saving products) within two working days from the date of concluding the contract, without imposing any expenses or fines.
• All financial, personal data, and information of the customer shall be considered confidential information that should not be used or circulated with others without obtaining the customer’s prior written consent, and without prejudice to the relevant laws.
• Provide the appropriate environment to protect customers' financial and personal data and information, whether these data and information are kept with the bank or with any third party with whom the bank deals.
• Not to disclose any information or data related to customers or their accounts except after verifying their personal identity - or their legal representative.
• In the event that it is not possible to provide a product or service to him, the customer shall have the right to know the reasons for this “if possible” and in a manner that does not conflict with the relevant laws.

In return, the Bank shall have the right of the customers' commitment to the following:

• Regularly update the personal data at the bank, including job position, residential address, email, phone number and whenever changes occur to prevent any fraud attempts and avoid delays in providing the required service.
• Not to disclose any confidential information related to cards or personal account and all information related to electronic banking services.
• Notifying the bank or the service provider immediately and without delay upon realizing any incorrect transaction, whether it was in credit or debit accounts.
• In case of the customer is non-compliant with the previous clauses, the customer bears full responsibility for any transactions that took place without his consent, and the commissions and expenses that result from these transactions.
• Providing accurate and clear information to the bank or service provider that would enable them to provide appropriate services and products to the customer.
• Reading and full understanding of the terms and conditions associated with the product when obtaining it, whether that was done on paper through one of the bank's branches or through the bank's official website.
• Commitment to use bank accounts in accordance with the applicable legalities inside Egypt, without any violation of the Regulations of Anti-Money Laundering and Combating the Financing of Terrorism (AML & CFT).

On the other hand, Customers shall have the right to submit his/her complaints, if any, through the following means:

The customer has the right to submit a complaint to the Customer Rights Protection Unit at Crédit Agricole Egypt, through one of the following channels:

• Contact the Call Center at 19191.
• Crédit Agricole Egypt branches network.
• banki Mobile application.
• The bank official Website: ca-egypt.com.
• The official social media pages of Credit Agricole Egypt.

To facilitate achieving the purpose of the complaint, please include the following:

• The subject of the complaint and its reasons (providing actual and accurate information to support the complaint).
• Mention all the customer's means of communication so that we can quickly respond to the complaint.
• The Bank is obligated to respond to the customer complaint within 15 working days from the date of its submission, except for complaints related to transactions with external parties where the customer will be notified of the necessary period to study the complaint.
• If the customer does not accept the response of the Bank or the service provider, the customer must notify the Bank in written within 15 working days from the date of the response, including the reasons for the non-acceptance and any comments. In case the customer does not do so, it considered as an implicit acceptance of the response received.
• If the Bank notified of the non-acceptance of the response, the Bank will reconsider and examine the complaint again, and the final response to the customer shall be within 15 working days accompanied by clear justifications, especially if the response is not changed.
• It is not permissible to file a complaint with the Central Bank of Egypt (CBE) directly without submitting an internal complaint to the Customer Rights Protection Unit at Crédit Agricole Egypt.

However, the customer have the right to submit the complaint again to the Central Bank of Egypt (CBE), if the Bank’s failure to respond to the complaint, or the customer not accepting the response delivered to him by the Bank.