01 Email
By
Email
Write to [email protected] with “Complaint” in the subject line. This is usually the fastest route and gives you a written record.
Complaints handling
Complaints
Procedure
If something has gone wrong, we want to hear about it. Here is how to tell us, what we will do, how long it will take and where to go if you are still not satisfied.
Acknowledged in 2 days
Resolved in 15 days
Free of charge
On this page
How To Raise
A Complaint
Three ways to reach us. Use whichever is easiest.
By
02 Phone
By
Telephone
Call +968 7702 7990, available 24/7. We will record the complaint and confirm it to you in writing.
03 Post
In
Writing
Equator Group, Complaints, 18th November St, Al Ghubra, Muscat, Oman. Please include a telephone number or email so we can acknowledge receipt.
What To
Include
The more complete your first message, the faster we can resolve it.
Please tell us your full name and account or reference number, what happened and when, the names of anyone you dealt with, what went wrong from your point of view, and what you would like us to do to put it right. Attach any screenshots, statements or correspondence that support your complaint.
Please do not send full card numbers, passwords or one-time codes. We will never ask you for them.
What Happens
Next
Our commitments once a complaint reaches us.
| Stage | What we do |
|---|---|
| Within 2 business days | We acknowledge your complaint in writing and give you a reference number and the name of the person handling it. |
| Within 5 business days | We confirm whether the matter concerns Equator Private’s technology and service, or a regulated banking service provided by our partner bank — and tell you which. If it belongs with the bank we pass it on and keep you informed. |
| Within 15 business days | We aim to send you our final response, explaining what we found, our decision and any remedy offered. |
| Up to 30 business days | If a complaint is complex and we need longer, we write to you before day 15 explaining why and giving you a revised date. |
If You Are
Not Satisfied
Your options after our final response.
Ask us to review it. Reply to our final response and a senior manager who was not involved in the original decision will look at the case again.
Where your complaint concerns a regulated banking service — an account, a payment, a settlement — that service is provided by our licensed partner bank, Sohar International Bank, and you may take the complaint directly to that bank under its own complaints procedure. Our regulatory page explains how the responsibilities are divided.
Banking services in Oman are supervised by the Central Bank of Oman, which operates a consumer complaints function for complaints about licensed banks. Details are published at cbo.gov.om.
If your complaint concerns how we handled your personal data, our privacy notice sets out your rights and the supervisory authority you can approach.
Records
& Fairness
How we handle complaints internally.
Every complaint is logged centrally with its outcome, reviewed for root causes and reported to management, so that recurring problems are fixed rather than handled case by case.
Complaining is free, will never disadvantage your relationship with us, and does not affect any legal right you have to pursue the matter in another forum. Last updated: 13 September 2026.