ADIB Home Finance Branch Atrium Building Emirates Holidays Hotel Sheikh Zayed Road

Very disappointing experience with ADIB Home Finance. While transferring my mortgage to FAB, I applied three times for a liability letter, clearly stating it was for a buyout. Only on the settlement day (26 December) was I informed that my mortgage was still in Stage 1, due to an internal failure to update it to Stage 2 6 months ago. As a result, the settlement failed, the liability letter expired, FAB had already issued manager’s cheques, and my new mortgage installments have already started. I even traveled from abroad specifically to complete this settlement. The issue is still unresolved despite urgent follow-ups (formal complaint was sent by email on Dec 29). Poor internal coordination and lack of ownership caused unnecessary financial and personal stress. I hope ADIB management addresses this seriously.

The bank deliberately delay the release of the liability letter as they know that you’re moving your mortgage to a different bank, they try to make it as difficult as possible, I applied on February 2nd and despite it should be done in 7 days I got on February 23rd after several visits and complains and informing them I’ll escalate my complaint to the central bank. What’s really bad is they lure you in with lower interest rates but as you get in the mortgage you realize the hidden fees and charges they install on top of your monthly payments make as them more expensive than other banks.

Never ever try this bank for home finance. Believe me they will make you life hell. Paid the late payment fee around 60k because of them. You will not have any clue or progress about your application, agents are rude they will never reach you or pick your call. worst banking so far in UAE. they will inform you last day about expiration of documents.

Called the centre but unfortunately got diverted to a customer service agent who could not help me. Told there is no direct phone number for the Home Finance Center and they would register my request and the centre would revert within 5 working days as a priority. Terrible service - I now have to personally visit the office and no doubt wait (stand as there is not enough space for visitors to sit) for around an hour like i had to last time. Really ADIB - 5 work days to revert with a simple question that would take someone less than a minute to answer. I really expected more than this in terms of customer service - clearly came to the wrong bank - lesson learnt I guess.

Unfortunately our experience with this bank is not great. Me, my partner and my business associate all had a multitude of issues with ADIB. The bank has very poor coordination between departments, lacking customer service, everything is slow overall, using archaic procedures and feels like it’s stuck in the past with no intention to improve. The issues are glaring and at many levels - personal banking, information clarity, staff courtesy, mortgage-related processes. We hope this will change.