Complaint Process

stc pay is committed to providing you with the highest possible standards of services and always ensuring your complete satisfaction. It is a commitment we take it very seriously.

If you ever feel dissatisfied or require any support, please immediately notify our Call Center on Tel +973 77 123 123 or e-mail: [email protected], – and they will do everything they can to address any issue within a reasonable timeframe.

If you are a client of stc pay and are dissatisfied with or have a complaint about a product or service offered, you should let us know so that we can try to make things right. Also, by telling us where you think we have failed, we will be in a better position to provide you with a better service in the future.

A complaint can be made by contacting stc pay using any of the following methods:

stc pay website:

Visit or click on the “Contact us” link in the footer of any page on the website and complete the complaint form. You will receive a notification acknowledging your complaint and you will be contacted within five (5) business days by the person handling your case.


Please email the details of your complaint to [email protected]. You will receive a notification acknowledging your complaint and will be contacted within five (5) business days by the person handling your case.


Please 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 the person handling your case.

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 complaint

stc 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.

You 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.

Complaint Form

If you are not completely satisfied with our Call Center responses, please escalate the matter to the Compliance Department by filing the Complaints Form below.

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