Should the bank's response be in writing?

Yes.

Key points

• According to Central Bank regulations, the bank's response to a complaint must be in writing or electronically, not just an undocumented verbal communication.

• Keep a copy of the response and the date of receipt, as you have 15 business days to appeal if you don't accept it.

• If an employee only explained the outcome over the phone, request the official or electronic response linked to the complaint number.

Source

• Central Bank of Egypt — Know Your Rights