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stc pay family
A card for family and kids with instant and unlimited cashbacks. You spend together, earn together as a family.
Spend together, earn together
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Complaint Process
We are committed to delivering the highest standards of service in full compliance with all applicable laws, regulations, and regulatory requirements. We operate with integrity, transparency, and professionalism at all times. Fair treatment of our customers and the protection of their interests are core principles that guide the delivery of all our products and services.
If you ever feel dissatisfied or require any support, we encourage you to reach out to us through our digital channels for the fastest assistance.
You can contact us by emailing contactus@stcpay.com.bh or by using our in-app Help Center and chatbot available within the stc pay application. Our team will ensure your concern is addressed promptly and efficiently within a reasonable timeframe.
If you are a client of stc pay and are dissatisfied with or have a complaint about any product or service offered, please let us know through our digital platforms so we can work to make things right. By sharing your feedback, you help us identify areas for improvement and continue providing you with the best possible service.
A complaint can be made easily through any of the following digital methods:
stc pay websitePlease fill out the details of the Complaint Form ,in the bottom of this page. After that, You will receive a notification acknowledging and will be contacted within five (5) business days by our customer service team.
LetterPlease write the details of your complaint, including your address, telephone number and email address (where available), and send it by post to:
Customer Complaints Officer/ Head of Compliance
stc pay Bahrain Office 101, stc Tower, Building 15, Road 68, Block 428, Seef, Manama, Kingdom of Bahrain (P.O. Box 21529).
You will receive a notification acknowledging your complaint within three (3) business days and you will be contacted within five (5) business days by our customer service team.
If we are unable to provide an immediate solution to your complaint, you will be provided with a complaint reference number, together with the approximate time frame required to resolve the matter. Upon completion of the investigation, you will be contacted with a full response.
Handling your complaintstc pay has internal policies in place to address how complaints are managed. Once we have received your complaint, we aim to resolve the issue as quickly as possible and in a consistent manner. Your complaint will be promptly acknowledged and investigated by the Customer Complaints Officer / Compliance Officer who is independent from stc pay’s day-to-day business functions and will be able to impartially investigate the circumstances giving rise to the complaint. If your complaint is relating to the actions of the Compliance function of stc pay, it will be passed for an investigation to an alternative senior manager that is not linked to the Compliance function.
In conducting the investigation, the individual handling your complaint may contact you or your authorized agent to request additional information which may be required to resolve the complaint. We may also, from time to time, get in touch to update you with our progress.
Upon completion of any investigation, we will provide you with correspondence confirming the same. In case of a payment services related complaint, stc pay will comply with the relevant provisions imposed by the CBB, including all requirements to report or communicate information related to the complaint in the appropriate manner to necessary authorities. stc pay will also maintain records of the complaints it receives, and the measures taken for their resolution.
Submit a ComplaintIf you have a complaint regarding any stc pay product or service, you can escalate the matter directly to our Compliance Department by completing the Complaints Form. Your feedback helps us ensure that every service we offer meets the highest standards of quality and customer satisfaction.
If you are unsatisfied with stc pay’s responseYou reserve the right to take the matter up with the Consumer Protection Unit at the Central Bank of Bahrain if you are unsatisfied with stc pay’s response or its solution within thirty (30) days from receiving the response.