Customer complaints.
If you are dissatisfied with a service, please tell us. You can make a complaint in English or Arabic, free of charge.
How to make a complaint
Email general@lucidca.com and start your subject with [COMPLAINT] so we can identify and route it to our complaints contact. For example:[COMPLAINT] Your name — Brief descriptionFor normal enquiries, use the same email address without this marker. You can also send a letter marked “Customer complaints” to our office address shown here.
To help us understand your concerns, please include:
- Your name and preferred contact details.
- The service concerned and relevant dates.
- A description of what happened and the outcome you are seeking.
- Any relevant reference or supporting correspondence, if available.
We will assess your complaint fairly and arrange for an investigation by someone independent of the person complained about. We will protect your information and handle it confidentially.
- Acknowledgement of receipt
- 5working days at most
- Written response from receipt
- 4calendar weeks at most
We will acknowledge your complaint promptly and respond according to its urgency, within these limits. Our written response will explain our position, the proposed action and any redress. We will keep you informed of progress until your complaint is resolved.
If you remain dissatisfied
You can request a further internal review through the complaints contact, quoting your complaint reference and asking for a senior review. You may also refer the matter to the Consumer Protection Unit at the Central Bank of Bahrain. CBB’s public procedure asks you to first complain to the institution and include its written response when escalating.