Customer Complaints Process at BSL Bank

We’re committed to providing excellent products and services, if you think you can help us improve or if something goes wrong, we want to have the opportunity to put things right.

We’re here to listen

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

Claim Box
By visiting any BSL 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 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 team at the below address: BSL Bank s.a.l.
Riad Solh – Beirut, BSL Bldg
Bank's street
P.O. Box: 11-957
Complaints Unit

Online
You can always submit a complaint via our website under our complaints dedicated section.
Online claim form

What happens next?

Acknowledgment
Once you contact us your complaint will be directly sent to our Complaints department without passing through any branch staff member or management.
We will notify you within 3 working days that we have received your complaint. We’ll 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 issue are quite complex, if we need to carry out detailed investigation, it may take some time to find a solution. We will keep you informed throughout the process. 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 explaining the result and proposed solution to your complaint.