Banking Awareness

Banking Awareness

At first glance, banks and the banking industry in general can seem more complicated than they need to be. At The National Bank, we believe that knowledge and awareness of the benefits that banks provide are two key ways that we can support the development of Palestinian society. As a result, we have implemented a corporate social responsibility program that contributes to a better understanding of what we offer and that helps clients make the right banking choices. Being a bank that offers world-class digital services, The National Bank is especially committed to ensuring that clients fully understand the advanced technological services we bring to Palestine.

Educational Information

ATM, Credit Cards and Online Banking Services

Clients of The National Bank enjoy an extended range of secure electronic banking facilities that maximize convenience and minimize the time needed at the branch. The National Bank’s electronic services safeguard the accounts of clients with the highest level ofindustry standards for security technology. To maintain these standards and protect our clients from fraud or breaches, we ask clients to follow The National Bank´s terms of use carefully. Some of the most important terms are:

  • Always keep your banking and personal information private
  • Keep your ATM and credit card passwords secret; do not share them with anyone
  • Monitor your transaction statements and compare them to your bills
  • Report a suspicious transaction to your branch immediately
  • If your cards are lost or stolen, contact the bank as soon as possible  

Credit Facilities

To support Palestinians in developing clear and transparent relationships with Palestinian banks, the Palestine Monetary Authority (PMA) created a fair-credit policy for banks and their clients to follow. Some of the most important instructions include:

  • Always read the electronic information panel posted at bank branches, which provides the interest rates and the commission charges for various services
  • Seek detailed and comprehensive explanations from the bank’s employees about any item listed in a loan contract
  • Always ask about the details of the credit facilities you are seeking; this includes asking about the loan amount, disbursement date, interest and commission rates, and fines or late-payment penalties
  • When completing forms, write clearly and legibly. Ensure that the fields left blank for interest rates and commissions have been filled; do not sign a blank document
  • Obtain the loan's payment schedule and ensure it includes the loan amount and interest rate

Client Complaints

A client of any bank has the right to file a complaint to the bank’s management as per PMA instructions No. 4/2010. Below are key points regarding the submission of a complaint:

  • A complaints box exists in each bank branch
  • Always ask for a complaint form and complete all sections clearly and legibly
  • The complaint form should be submitted by the affected individual or by a representative acting on their behalf, not by a third party
  • The individual lodging the complaint should clarify the nature of their complaint and disclose their name, title andcurrent contact information
  • The complaint should be about the bank, one of its branches or its employees
  • The complaint should be sealedin an envelope with the individual’s name thereon

Some Important Definitions

Points of Sale (POS) Device

An electronic device provided to a merchant by the bank. The device carries the company logo and connects to the service provider’s network or through the local network. The device accepts creditcards to seek payment authorization related to the card holder’s transactions. The transaction is authorized if the balance is sufficient and within the daily limit of purchasing.

Merchant/Service Centers

The merchant/service center is the legal person or entity with which the bank enters into a contract. This contract ensures that the merchant may accept credit cards as means of receiving paymentfor goods or services sold to a card holder.

Main Card

A card that is issued to the account owner.


A card that the main card owner authorizes the bank to issue for a specified person. The sub-card is linked to the main card owner’s account and the main card owner is responsible for sub-card transactions. Sub-cards are issued at the client’s request with either a:

  • Joint cap, in which both the main and sub-card holders can spend up to a combined total of the account’s cap limit; or
  • Separate cap, in which each card has a restricted and separated cap limit.

Personal Identification Number (PIN)

A special number for the client composed of four digits. The PIN enables the client to use their card at ATMs that carry the service provider company’s logo and perform transactions on POS devices. If desired, Clients may also change their PIN code directly through an ATM.

Client’s Credit Card Statement

The transactions made using the credit card (main and sub) are shown on the client’s credit card statement. The statement shows transactions (cash withdrawals and purchases) performed within the past month.