BFC Payments Customer Complaints Policy


BFC Payments B.S.C. (C) prides itself on excellent customer service and is committed to handling complaints speedily, efficiently, fairly and confidentially. We believe that all customer feedback, both positive and negative, presents an opportunity for improving our standards.

A customer complaint can be defined as any expression of dissatisfaction, made by a BFC Payments customer, regarding any products or services provided by BFC Payments. This policy covers all written complaints, or unresolved telephone complaints, complaints raised in a face to face meeting or by a third party acting for that customer, such as an intermediary, legal representative or regulatory body.
All such customer complaints will be recorded on the Customer Complaints System and managed in accordance with the Customer Complaints Procedures.

Non-serious, immaterial verbal complaints should be resolved at the frontline in accordance with the principles of this policy.

Making a Complaint

Below are the contact details to make a complaint to BFC Payments:

Customer Service Manager
BFC Payments B.S.C. (C)
P.O. Box 243
Kingdom of Bahrain

Tel: +973 1771 1775



Any complaint received is recorded and documented in full on the Customer Complaint System. Complaints are usually acknowledged promptly, or in any event within 5 business days in accordance with their urgency. The customer is provided with an explanation of how the complaint will be handled, who is the person appointed to investigating the complaint and any actions required of the customer. The Customer Service Manager is the appointed Complaint Resolution Officer (CRO) at BFC Payments. All complaints are passed to the relevant department manager for investigation and they are responsible for drafting responses to customers and/or regulators in coordination with the CRO. Senior management will determine if certain material complaints must be brought to the attention of the Board – as appropriate. The CRO is responsible for keeping a central file of all complaints correspondence and updating the Customer Complaint System. Complaints will be handled with utmost transparency, fairness and promptly keeping the customer informed of any progress. Once the complaint has been actively investigated, a final comprehensive response will be provided to the customer either verbally or in writing (if applicable) within 20 business days. The final response must:

  1. accept (or partially accept) the complaint and where appropriate offer compensation or other forms of redress; or
  2. reject (or partially reject) the complaint, informing the customer with a full explanation of the company’s position.

If at any stage the customer is still not satisfied, they have the right to refer the complaint to the Compliance Directorate at the Central Bank of Bahrain within 30 calendar days of receipt of the final response. The contact details are as follows: Central Bank of Bahrain PO Box 27 Manama Kingdom of Bahrain Tel: +973 1754 7777 Fax: +973 1753 5673 Email: If a complaint is raised by the CBB on behalf of a customer, it will be dealt with as follows:

  1.  Receipt of the complaint will be acknowledged within 3 business days.
  2. If the complaint has not gone through our formal customer complaints procedures as listed above, the complaint will be entered into our customer complaint system and the CBB will be kept abreast of this and provided with regular progress updates.
  3. If the complaint has been channeled through our formal procedures, the outcome of the investigation will be sent to the CBB within 10 business days.

If there are changes to any of the timescales mentioned, the customer will be informed accordingly.


When a complaint is justified, the company will take appropriate remedies that are fair to both the customer and BFC Payments. This policy only covers compensation for financial losses in real terms for the principal amount of the transaction. This policy does not cover and is not applicable in respect of claims made by customers on account of opportunity losses or damages or claims pertaining to reputation loss.


Anti-Money Laundering & Combating the Financing of Terrorism Policy

Money Laundering Overview

Money laundering is the process by which criminals attempt to conceal the true origin and ownership of the proceeds of their criminal activities. If undertaken successfully, it also allows the perpetrator(s) to maintain control of those proceeds and ultimately, provides a legitimate cover for their source of income.

Policy Statement

BFC Payments is committed to preventing money laundering and terrorist financing. Our procedures comply with applicable laws and regulations as well as the Financial Crime Regulation of the Central Bank of Bahrain (FC Module). We also monitor and adhere to other major international anti-money laundering and combating terrorist financing standards including  the Financial Action Task Force (FATF) 40 + 9 Recommendations, the United Nations Security Council Resolutions (UNSCR) and European Union (EU)Sanctions and the Office of Foreign Assets Control (OFAC) in addition to applicable local and international sanctions in our operating jurisdictions.

We aim to maintain the highest operating standards at all times by undertaking regular reviews of our procedures and controls to ensure we are compliant with the relevant laws, regulations and standards of good practice.

BFC Payments Privacy Policy

Privacy Commitment

BFC Payments B.S.C (Closed) is committed to protecting consumer privacy during visits to our website and recognizes our responsibility to hold your information secure and confidential. You can visit our website without telling us who you are or revealing any information about yourself. However, if you give us any personal information about yourself or others, we promise to treat it securely, fairly and lawfully. Any information collected, stored or processed will be done so in accordance with all applicable laws and regulations in all operating jurisdictions including the EU’s General Data Protection Regulation and Bahrain’s Personal Data Protection Law.

When we ask you for personal information online, it will only be in response to you using one of our online products or services. We may use personal information you provide for the purpose of providing more relevant content to you.

This Privacy policy sets out the basis upon which any personal data we collect from you, or provided to us, will be processed by us. Please read this policy carefully to understand how your personal information will be treated. By submitting your personal details to us, you are deemed as agreeing to us using them in line and in accordance with the terms and conditions in this policy. However, should applicable laws or regulations dictate, no personal information will be stored or processed without your explicit written approval which you may revoke at any time. This policy may be changed from time to time, so please read it periodically.

Information Collected About You

The website automatically collects your information in the following ways:

  • When you complete forms on the website
  • If you contact us, we may keep a record of the correspondence
  • By visiting the website and the content/resources you access

The information we collect will include; your name, email address, telephone/ mobile number, and any other personal details that you may choose to give us when you use the online contact and registration forms on the website. We may use this information you provide, or that which we collect via this website, to provide more relevant products and information to you. If you wish not to receive such information from us, please write to the following address to inform us of the same:

Customer Service Manager / Data Protection Officer
BFC Payments
P.O. Box 243
Kingdom of Bahrain

Tel: +973 1771 1775

IP Addresses and Cookies

We may collect statistical data about our users’ browsing actions and patterns which do not identify the individual. We collect this data by using a “Cookie” file, Cookies are small pieces of information that are stored on and retrieved from your computer by websites for record-keeping purposes. The cookies used by this website will not contain any personal identifiable information about you. In the event that we have links to other websites on our site, these third-party websites have their own privacy policies, including cookies therefore we urge you to review them as we have no control over a third-party service provider. It is usually possible to stop your browser accepting cookies, or to stop it accepting cookies from a particular website. All modern browsers allow you to change your cookie settings. You can usually find these settings in the ‘options’ or ‘preferences’ menu of your browser. To understand these settings, the following links may be helpful, or you can use the ‘Help’ option in your browser for more details.

What are Cookies?

A “cookie” is a small text file that’s stored on your computer, tablet or phone when you visit a website.

Some cookies are deleted when you close down your browser. These are known as session cookies. Others remain on your device until they expire, or you delete them from your cache. These are known as persistent cookies and enable us to remember things about you as a returning visitor.

To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit Alternatively, you can search the internet for other independent information on cookies.

How we use Cookies

If you delete cookies relating to this website we will not remember things about you, including your cookie preferences, and you will be treated as a first-time visitor the next time you visit the site.

We use cookies (and other similar technologies) to:

  • Provide products and services that you request and to provide a secure online environment
  • Manage our marketing relationships
  • Give you a better online experience and track website performance
  • Help us make our website more relevant to you

Giving you a better online experience and tracking website performance

You’ll still be able to use most of our online services, but some things might not work as you may expect if you do not allow us to store and access these cookies on your device.

These cookies make our online services easier to use and help us to understand how people use our websites.

Helping us to make our website more relevant to you

Enabling us to customize your online experience based upon your individual circumstances, existing product holdings or activities during previous visits to this website. If you do not allow cookies to be stored and accessed on your device, we won’t be able to tailor your experience.

Links To Other Web Sites

Within our website we may have links to third party websites and if you decide to follow those links, BFC Payments will not be responsible for the privacy practices or the content of those Web sites. They will have their own privacy policies, including cookies, and we urge you to review them.

Changes To Our Privacy Statement

This privacy policy may be updated from time to time so you may wish to check it each time you submit personal information on our website. The date of the most recent revisions will appear on this page.

Contact Us About This Privacy Policy

If you have any questions or comments about this Privacy Policy, please contact:

Customer Service Manager / Data Protection Officer
BFC Payments B.S.C. (C)
P.O. Box 243
Kingdom of Bahrain

Tel: +973 1771 1775

Terms of Use

Who We Are

BFC Payments B.S.C (Closed), a closed joint stock company duly incorporated and registered pursuant to the laws of the Kingdom of Bahrain with Registered Office at 3rd Floor, Bab Al Bahrain Building, PO Box 243, Manama, Kingdom of Bahrain and licensed by the Central Bank of Bahrain (CBB) as an Ancillary Service Provider.

Use of the Website

This website (the “Website”), and other interactive properties, including but not limited to any mobile applications accessing content from the Website (“Applications”), are owned and provided by BFC Payments B.S.C. (Closed), jointly and severally on behalf of itself and its holding companies and affiliates (together, “BFC Payments”, ″we″, “us” or “our”) (the Website and Applications are collectively referred to herein as the “BFC Payments Applications”). Access is provided only in accordance with these Terms of Use (“TOU” or “Agreement”). Please read the following TOU carefully before you begin to use the BFC Payments Applications or any of the services made available through the BFC Payments Applications (“Services”). By using the BFC Payments Applications or the Services, you indicate your acceptance of the TOU and you agree to be bound by them. If you do not accept and agree to the TOU set forth below, please refrain from using the BFC Payments Applications or any of the Services. By using the Website, customers and other individuals (referred to as “you” or “your”) agree to the following TOU. Please review this information often, as it may change at any time, without notice.

Warranty Disclaimer

You understand that your use of the BFC Payments Applications or Services (including any downloads or any loss of data or other damage to your computer system or mobile device you experience from using BFC Payments Applications) is at your sole risk. All content and services on or available through the BFC Payments Applications are provided on an “as is”, “where-is” and “where available” basis and are subject to change at any time without notice to you. BFC Payments does not make any representation or give any warranty, in each case, express, implied, statutory or otherwise, in respect of the BFC Payments Applications or their content. In particular, except as provided in these TOU, BFC Payments hereby expressly disclaims any warranty, express or implied, as to the accuracy, suitability, reliability, completeness, non-infringement, performance, fitness for a particular purpose, merchantability, freedom from viruses or timeliness or accuracy of the content or services contained on the BFC Payments Applications. You understand and acknowledge that BFC Payments does not warrant that the results obtained from your use of the BFC Payments Applications will meet your expectations. No warranty of any kind, whether oral or written, can modify the TOU of the disclaimer set forth in this document. If you are dissatisfied with any of the BFC Payments Applications or with any of these TOU, your sole and exclusive remedy is to discontinue accessing and using the BFC Payments Applications. These warranty disclaimers will not apply if and only to the extent that applicable law requires such warranties not withstanding this express disclaimer.

Limitation of Liability

Subject to applicable law, use of this Website and its content is at your sole risk. In no event will BFC Payments be liable to any party for any direct, indirect, incidental, special, exemplary, punitive or other consequential damage for any use of this Website, any hyper linked web site, whether based in negligence, strict liability or otherwise, that arises out of or is in any way connected with:

  • any use of, browsing or downloading of any part of our Website or content, or
  • any damages or injury caused by any failure of performance, error, omission, interruption, deletion, defect, delay in operation or transmission, computer virus, communication line failure, theft or destruction or unauthorized access to, alteration of, or use of record, even if BFC Payments has been advised of the possibility of such damages.

You agree to indemnify, defend and hold harmless BFC Payments, its owners, employees, partner websites and their respective lawful successors and assigns from and against any and all losses, liabilities, claims, damages, costs and expenses (including reasonable legal fees and disbursements in connection therewith and interest chargeable thereon) asserted against or incurred by BFC Payments, its owners, employees partner websites and their respective lawful successors and assigns that arise out of, result from, or may be payable by virtue of, any breach or non-performance of any representation, warranty, covenant or agreement made or obligation to be performed by You pursuant to these TOU.

Privacy and Security

You hereby consent, express and agree that you have read and fully understood the contents of these TOU and Privacy Policy of BFC Payments contained in the Website and are acceptable to you. BFC Payments grants you a personal, non-exclusive, non-transferable, limited privilege to enter and use the BFC Payments Applications as long as you comply with these TOU and Privacy Policy. If you are dissatisfied with the Website, its contents, TOU and/or Privacy Policy, you agree that your sole and exclusive remedy is to discontinue using the BFC Payments Applications.

Services and Content


BFC Payments will use reasonable commercial efforts to keep BFC Payments Applications available on a 24-hour/7-day-a- week basis, subject to necessary scheduled downtime for maintenance, unscheduled maintenance, and system outages. BFC Payments does not promise that access to the BFC Payments Applications will be uninterrupted or available at all times. BFC Payments assumes no liability or responsibility for any delay, interruption or downtime.


Although BFC Payments makes every effort to ensure that the description and content on each page of the BFC Payments Applications is correct, it does not, however, take responsibility for changes that occur due to human, data entry errors or for any loss or damages suffered by any user due to any information contained herein.


BFC Payments makes reasonable attempts to exclude viruses from the website but cannot make any guarantee that the BFC Payments Applications will be at all times free from viruses or other destructive software. For your own protection you are urged to take appropriate safeguards before downloading information from the BFC Payments Applications. We assume no responsibility for any damages to computer equipment or other property that may result from use of the BFC Payments Applications or downloading anything from the BFC Payments Applications.

Intellectual Property

Ownership Rights

This BFC Payments Applications are the sole and exclusive property of BFC Payments. BFC Payments retains all right, title and interest (including all copyright, trademark, patent, trade secrets, and all other intellectual property rights) in the BFC Payments Applications. The BFC Payments Applications are protected by copyright, trademark, patent, trade secrets, unfair competition, and other laws of worldwide, through the application of local laws or international treaties. Any unauthorized use, reproduction or modification of any of the BFC Payments Applications may violate such laws.


BFC Payments and all other marks that appear, are displayed, or used on the website are registered or common law trademarks or service marks of BFC Payments. These marks may not be copied, downloaded, reproduced, used, modified, or distributed in any way without prior written permission from BFC Payments. Nothing contained on the BFC Payments Applications should be construed as granting, by implication, estoppel, or otherwise, any license or right to use any trademark displayed on the BFC Payments Applications without the written permission of BFC Payments. Your misuse of the trademarks displayed on the Site is strictly prohibited and BFC Payments will enforce its trademark rights to the fullest extent of the law.

Your Comments and Submissions

Excluding complaints, any “communications or materials” you transmit to BFC Payments, through the BFC Payments Applications, by electronic mail or otherwise, including any data, question, comments, suggestion, idea, or the like will be treated as non-confidential and non-proprietary. By voluntarily submitting to us, or by posting on the site any communications or materials, you grant BFC Payments, and all users of the BFC Payments Applications, a worldwide, non-exclusive, royalty free, perpetual, irrevocable, and fully sub-licensable license to use, reproduce, modify, adapt, publish, translate, create derivative works from distribute, and display such communications or materials in any form, media or technology. We assume no responsibility for any communications or materials posted or submitted, or for the return or such communications or materials.

Terms and Conditions

The BFC Payments Applications are owned by BFC Payments. The BFC Payments Applications are offered to you on the condition that you accept without modification the terms, conditions, disclaimers, Privacy Policy contained herein. Your use of the BFC Payments Applications constitutes your consent to all such disclaimers, Privacy Policy’s and other terms & conditions.

BFC Payments has no obligation to monitor the services. However, BFC Payments reserves the right to review materials posted and to remove any materials in its sole discretion. BFC Payments may cease to operate the BFC Payments Applications and reserves the right to terminate your access and use of any part of the BFC Payments Applications or any Service at any time without notice for any reason subject to the rights you have under these TOU.

BFC Payments reserves the right at all times to disclose any information as necessary to satisfy any applicable law, regulation, legal process or governmental request, or to edit, refuse to post or to remove any information or materials, in whole or in part, in BFC Payments’ sole discretion.

Restrictions on Use

You are authorized to view, copy and print the materials appearing on BFC Payments Applications, subject to the following:

  • You may not copy, distribute, modify, transmit, reuse, repost or otherwise display the content for public or commercial purposes, without the express written consent of BFC Payments authorizing use for such purpose(s).
  • Any copy of these materials or any portion thereof must include the copyright notice.
  • You agree that you will not use this site to violate any laws or conduct any other activity that gives rise to some liability or otherwise harm the goodwill associated with our trademarks.
  • The materials may be used for internal informational and non-commercial purposes only.
  • You may not use this site or any related services for any purpose that is unlawful or prohibited by these TOU.
  • You will not use the BFC Payments Applications or related services for chain letters, junk mail, spamming or to engage in illegal activities.
  • You may not use any device, software or action, including but not limited to, bots, spiders, viruses, worms or time bombs, designed to damage or otherwise interfere with the site or to intercept or expropriate any system, data or personal information contained at the BFC Payments Applications.

Modifications of Terms of Use

Any use of BFC Payments Applications provided by BFC Payments is subject to these TOU. We may, at any time, with immediate effect, change, suspend or withdraw the BFC Payments Applications, the Service and these TOU without notice and without liability to you. We request you to regularly review these TOU. If we revise these TOU, we will post the revised version on the Website.

Links to Other Sites

Links to third-party websites may be included on the BFC Payments Applications and are provided solely as a convenience to our customers. BFC Payments has no control over the content on such third-party websites. BFC Payments does not endorse, make any representation or take any responsibility for such sites or the content on such sites. You are responsible for complying with the terms of those sites. BFC Payments makes no warranties, either express or implied, relating to the content of such sites and shall have no liability relating to or arising from such sites. The use of any third-party website is completely at your own risk. Under no circumstance will BFC Payments be liable for any loss or damage caused by your reliance on information obtained through a linked website, or your reliance on any product or service obtained from a linked website.

Contact Information

If you have any questions or concerns about these YOU or if you need further assistance with respect to access to or use of the BFC Payments Applications or the services offered by BFC Payments, you may contact our Customer Service department, the information of which is provided in the customer service section of the Website.

Governing Law and Jurisdiction

BFC Payments controls and operates this Website and makes no representation that the site is appropriate or available for use from other locations. If you use the site from other locations, you are responsible for compliance with applicable local laws.

These TOU are governed by the laws of Kingdom of Bahrain, notwithstanding its conflicts of law principles. All disputes or claims arising out of use of the BFC Payments Applications or thereafter, in connection with the validity, interpretation, implementation or alleged breach of any provision of the TOU or the Privacy Policy, shall be subject to the exclusive jurisdiction of the courts of the Kingdom of Bahrain.


These TOU, and BFC Payments Policies incorporated herein, are the entire agreement between you and BFC Payments. They supersede any and all prior or contemporaneous agreements between you and BFC Payments relating to your use of the BFC Payments Applications or the Services. BFC Payments may assign these TOU, in whole or in part, at any time. If any part of these TOU is determined to be invalid or unenforceable, it will not impact any other provision of these TOU, all of which will remain in full force and effect. Headings in the TOU are for convenience of reference only and shall not affect the interpretation or construction of this agreement. The failure of BFC Payments to partially or fully exercise any rights or the waiver of BFC Payments of any breach of these TOU by you, shall not prevent a subsequent exercise of such right by BFC Payments or be deemed a waiver by BFC Payments of any subsequent breach by you of the same or any other term of these TOU. The rights and remedies of BFC Payments under these TOU and any other applicable agreement between you and BFC Payments shall be cumulative, and the exercise of any such right or remedy shall not limit BFC Payments’ right to exercise any other right or remedy.