Every bank, investment company and finance company supervised by the Central Bank of Kuwait is required to keep a unit that receives and handles customer complaints. The route runs in two stages: it starts with the firm, and ends at the regulator if the reply does not satisfy you.
Stage one: the form at the branch
You file with the firm itself, on the complaint form it is obliged to keep at every branch. From the day it receives your complaint, it must reply in writing within:
- Five working days if it is a bank.
- Fifteen working days for the other supervised firms.
- Fifteen days if the complaint is against a credit information company.
The reply has to settle one question: whether the firm has corrected what you raised, or is satisfied that the procedure it followed was sound.
Stage two: the grievance
If the answer does not convince you, you lodge a grievance with the Central Bank of Kuwait, attaching a copy of the firm’s reply along with the supporting papers. The regulator then examines whether the steps that firm took were proper.
Three cases that go straight to the regulator
- The deadline passed with no reply, or the firm refused to give you a complaint form at all. The form for this is on the Central Bank’s own site.
- A complaint against a credit information company: go directly to the banking hall at the Central Bank.
- A complaint against an exchange company, or against a company providing electronic payment and settlement services: also directly.
The customer protection line is 1864444.
Note that the clock counts working days, not calendar days. Public holidays and the weekend do not run against the firm.
Photograph: the Central Bank of Kuwait building. Photo: SamyrTotto, CC BY-SA 4.0 via Wikimedia Commons.
Source: the customer protection pages and the complaints and grievances platform on the Central Bank of Kuwait website, consulted 20 September 2026.
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