Business continuity plan

Business Continuity Management

Our business continuity approach helps us maintain critical banking services and support our customers during unexpected disruptions.

Our commitment to continuity

The Bank has established a comprehensive business continuity framework to support ongoing resilience and the continued delivery of critical services during emergencies, disasters, or major disruptions. This framework is designed to minimise operational impact, protect customers, employees, and stakeholders, and support the timely restoration of essential services across a wide range of disruption scenarios.

Strong governance and oversight

Our business continuity arrangements are aligned with relevant regulatory and supervisory requirements and operate within a defined governance structure. Senior management provides active oversight, with clear roles and responsibilities in place for crisis management, emergency response, business recovery, and technology recovery. This helps support accountability and coordinated action when it is needed most.

Resilient operating arrangements

To support continuity when primary facilities are unavailable or affected, the Group has implemented alternative operating arrangements. These include geographically dispersed locations and flexible working capabilities that help maintain agility and adaptability during disruptions. Multiple customer service and communication channels are also maintained to support continued access to essential services.

Recovery and readiness

Disaster recovery capabilities are maintained to restore critical systems and data in line with established recovery objectives, while recognising that certain external factors may affect outcomes. Business continuity and disaster recovery plans are regularly reviewed, updated, and tested through drills, simulations, and scenario-based exercises to assess readiness and effectiveness.

Continuous improvement

Through strong governance, regular testing, and ongoing enhancement, the Bank remains committed to maintaining business continuity arrangements that are robust, proportionate, and effective. This helps support continued operations even under challenging conditions.

Staying connected

We use our official channels to share relevant updates, service information, and guidance on how to continue banking with confidence

Website: Customers can visit our website for the latest updates, service information, and guidance
SMS and email alerts: Important notifications may be shared directly with customers when relevant
Customer care channels: Our support teams remain available to assist customers and respond to queries as needed

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Seamless banking, as always

You can access over 200+ services through ENBD X and manage 120+ Corporate and Business Banking needs via businessONLINE—all from the comfort and safety of your home.

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Help and Support

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Branches & ATM's

Easily check for available bank branches & ATMs near you via Google Maps

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Quick Services

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Frequently Asked Questions

Find answers to common questions about our business continuity approach and customer communication.

We have a comprehensive business continuity plan in place to ensure the uninterrupted delivery of essential banking services. This includes maintaining critical infrastructure, diversifying our operational centres and prioritising the safety of our staff to keep our systems running. We are monitoring the situation and adapting our operations to ensure we can support our customers and maintain the stability of the financial services you rely on every day.

If you can’t get through to us using Phone Banking or WhatsApp, it may be due to temporary disruptions or high volumes of calls and messages. Rest assured our staff are working round the clock to resolve any issues.

For immediate and urgent issues, such as reporting a lost or stolen card, you can often manage this instantly and securely through the ENBD X app or Online Banking.

Unverified information can create unnecessary concern. We encourage you to rely only on official Emirates NBD channels, including our website, the ENBD X app, verified social media accounts and direct bank communications. If information hasn’t come from an official bank source, please exercise caution before acting on it.

Digital banking continues to offer a secure, reliable and convenient way to manage finances without the need to handle large amounts of cash. We encourage you to continue using our trusted digital channels for day-to-day banking.

The situation is being monitored continuously by our management and operational teams. Any updates that impact customers will be communicated immediately through our official channels.

To stay informed of the most accurate and up to date information, please check the Emirates NBD website, ENBD X app notifications, and official bank emails and social media channels.

If a digital channel is temporarily slow, please allow it some time. Networks can be unstable during this time. If you need support, you can call our customer support team on +971 600 540000.

Our ATMs and digital transfers remain your best options for urgent access to cash. If you’re unable to access a preferred channel due to local disruptions, please check for the nearest available service points on our website. If you need support, please call +971 600 540000.