How to reach us

Your satisfaction with our services is extremely important to us

How long will it take?

We’re committed to resolving your service request as quickly as possible. In some cases, service requests may involve other banks and institutions and can take up to 15 working days or more. You can follow up with us at any time.

What's next?

Once your service request is received, we'll provide you with a reference number within 2 working days. This will help us communicate with you effectively and efficiently.

Help us help you better

For a quick resolution, please provide us with the following information:

Affected account, credit card or loan account number
Complete and accurate details of your complaint
Date and time the problem occurred

Always safeguard your account and card details when sharing with us and never share this information with people you don't know or can't trust.

Are you struggling financially?

We understand that circumstances can change and this can sometimes affect your financial wellbeing and capacity to repay your dues. If you’re struggling with your Personal Loan, Auto Loan, Home Loan or credit card payments, please contact us. Our team will help you with tailor-made solutions.

Read more about our Debt Assist programme.

If we can’t reach an agreement together

We’re confident that our complaint resolution process is fair and robust, but if we’ve been unable to provide you with a satisfactory resolution, you have the right to refer your complaint to Sanadak.

Sanadak is the first legally established independent Ombudsman Unit, with a focus on safeguarding consumers rights and resolving complaints that arise from dealings with Financial Institutions and Licensed Insurance Companies. Sanadak will assume all consumer complaint-handling duties previously carried out by the Central Bank of the UAE’s Consumer Protection Department and Insurance Dispute Resolution Committee.

Sanadak’s office is located on the ground floor of the Emirates Institute of Finance building in Abu Dhabi.

Office hours:
from 8:30 AM to 3:30 PM, Monday to Thursday, and
from 8:30 AM to 11:30 AM on Friday.

If you have any enquiries about Sanadak, please contact Sanadak via e-mail: [email protected], or visit www.sanadak.gov.ae.

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