• It is necessary to read all the terms and conditions of each product form and to inquire about any information through customer service officials before signing the product application.

• It is necessary to read the contracts carefully before signing them and you can always obtain a copy of them at any time.

• For debit or credit cards holders, it is necessary to keep it in a safe place, and the same applies for the cards passwords, with the need to keep them in separate places at all times.

• Not to disclose any confidential information about accounts or cards to any third party.

• In the event of any card being lost or damaged, the bank shall be notified on the hotline 19093.

• It is necessary to notify the bank immediately and without delay upon realizing any illegal dealings or unauthorized transactions on your account.

• If you're enjoying any type of loan, credit cards or any credit facilities, the monthly installment payment date must be adhered to in order to avoid being included in the negative lists.

• Do not hesitate to inquire about the commissions and fees related to the product, with the need to constantly check the bank's website to find out about any changes in services and prices.

• It is necessary to provide accurate and clear information to the bank and upon any change or update, you should notify the bank immediately (any change or expiration of the national number, passport or residence, etc.) so that this does not affect the quality of services provided by the bank.

Customers may submit their complaints and provide all relevant details using the Bank’s Complaint Form through any of the complaint channels made available by Suez Canal Bank, such as:

• - Contact Center at 19093.

• - Visiting the nearest branch.

• - Complaint Box available at branches.

• - Direct contact with Customer Rights Protection Team through email: websitecomplaints@scbank.com.eg.

• - Completing the Complaint Form available on the bank’s website.

The Bank will provide the customer with a reference number for the submitted complaint within a maximum of two business days, enabling the customer to follow up on the complaint easily.

Customers may also follow up their complaint status by contacting the Contact Center at 19093.

Complaints will be reviewed with due care, impartiality, and fairness.

The Bank will respond to the customer regarding the complaint within a period not exceeding 15 business days from the date of receipt. This period excludes complaints related to transactions involving external parties, which may require additional time for investigation. In such cases, the customer will be informed of the expected timeframe required to resolve the complaint.

The Bank will communicate its response to the complaint (in writing or electronically) through one of the available communication channels, including telephone calls or SMS messages.

If the customer does not accept the Bank’s response, they must notify the Bank in writing within 15 business days from the date of receiving the response, stating the reasons for rejection.

Failure to do so shall be deemed as implicit acceptance of the response, and the customer shall not be entitled to submit another complaint regarding the same matter.

Upon receiving the customer’s objection to the response, the Bank will re-examine the complaint and provide a final response within 15 business days from the date of receiving the customer’s notification.

Customers may escalate their complaint to the Central Bank of Egypt if:

• - They do not accept the Bank’s final response.

• - The Bank did not respond within 15 business days.

Before submitting a complaint to the Central Bank of Egypt, customers must first contact the Bank and obtain a response regarding the subject of the complaint.