How to complain about your bank over a credit card

Start with your bank, in writing. Most complaints end there. If the bank does not answer, or you disagree with its answer, Sanadak, the independent ombudsman unit for banks and insurers that the Central Bank set up in 2023, can review it for free.

How do you complain to your bank?

Use the bank’s official complaint channel: phone, email or its online portal. Every bank must run a dedicated complaint phone line and a secure web portal for complaints.¹ Your monthly statement must show the bank’s complaint channels and its response time.¹

If you raise a problem by phone or in a branch and it is not fixed there, the bank must tell you that you can file a written complaint. You can also name someone to complain on your behalf.¹

What should your complaint say?

Keep it to the facts the bank needs to decide. Give the card’s last four digits, the statement date and the transaction or fee you dispute, what went wrong, and what you want: a refund, a reversed fee, a corrected credit report or a written explanation. Attach the statement and any key facts statement or schedule of charges that shows the fee you were promised.

Quote the rule where one applies. A late fee above the AED 230 cap, a liability letter above the AED 50 cap or a fee change without 60 days’ notice are all set out in the Central Bank’s standards.¹ If your complaint is about a transaction you did not make, say when you reported it, because banks must refund unauthorised payments within 30 calendar days of your report unless you acted fraudulently or with gross negligence.¹

How long does the bank have to reply?

The final response must clearly accept or reject the complaint, in whole or in part, give reasons for any rejection, offer redress where appropriate and tell you how to escalate.¹

When can you go to Sanadak?

Once you have made an official complaint to the bank and 15 calendar days have passed without a written reply, or you received a reply and are not satisfied with it.² FAB’s key facts statement tells cardholders the same: if FAB cannot resolve a complaint within 15 calendar days, or you are not satisfied, you can refer it to Sanadak.³

Sanadak takes complaints from individuals, sole proprietors and small and medium businesses. It may reject a complaint that:²

• was not raised with the bank first, or was raised less than 15 calendar days ago
• is the same as a complaint already filed
• is being handled by a court
• is outside the Central Bank’s mandate
• mainly concerns the bank’s risk management, internal pricing or anti-money laundering policies
• has already been settled with the bank

You have up to three years from the conduct, or two years from when you became aware of it, whichever is longer.⁴

How do you file with Sanadak?

Online, by its app, by phone or in person. Identify the complaint, show your attempt to resolve it with the bank, then submit the details and documents.⁵ Filing is free.⁴

Sanadak’s published timings:⁶

• acknowledgement within 3 business days
• an initial response to you and the bank within up to 15 calendar days

Sanadak then issues a written decision that upholds, partly upholds or rejects the complaint.⁶

What if you disagree with Sanadak’s decision?

You or the bank can appeal to its Appeals Committee. The appeal costs AED 500 and is refunded if the decision goes in your favour.⁴ If you accept the outcome, the case closes within five working days.⁶

Write your complaint to the bank today, keep the reference number, and diary the 15-day and 30-day dates.

The small print

• Bank complaint rules are Consumer Protection Standards clauses 8.1.2.1 to 8.1.2.5 and 8.1.3.2 to 8.1.3.8. Statement complaint details are clause 2.1.3.19 (o).¹
• Sanadak says some exceptions to its time limit may be considered based on the circumstances.⁴