Complaint Resolution Telemarketing guide

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At ADCB, we are committed to ensuring that all telemarketing activities are conducted in a transparent, respectful, and compliant manner. This guide has been developed to enhance awareness and transparency in accordance with the UAE Cabinet Resolution No. (56) of 2024 Concerning the Telemarketing Regulations and the CBUAE Telemarketing Regulation (Circular No. 3/2026), which is issued pursuant to Federal Decree-Law No. (6) of 2025 Regarding the Central Bank Regulation of Financial Institutions and Activities. This guide is published to help customers to be informed of their rights, the procedures for registering with the Do Not Call Registry (DNCR), and the available channels for submitting telemarketing-related complaints.


1. What is Telemarketing?

Telemarketing refers to any communication initiated by ADCB to promote or offer financial products or services. This may include:

  • Phone calls
  • SMS messages
  • Digital or electronic communications
  • Chat box
  • Social Media or any other application

2. Your rights as a customer

You are always in control of how and when you are contacted. ADCB will conduct telemarketing activities only after obtaining your prior express consent.

You have the right to:

  • Be contacted only within permitted hours (9:00 AM to 6:00 PM).
  • Receive clear, accurate, and transparent information regarding our products and services.
  • Decline or end any telemarketing call at any time.
  • Not receive further telemarketing calls after opting out.
  • Be treated fairly, without pressure.
  • Choose preferred contact methods (human agent, artificial intelligence-enabled agent, robocall, where applicable).
  • Choose products and services for which you wish to receive marketing.
  • Withdraw consent at any time without charge or adverse consequences.
  • Register your phone number with the Do Not Call Registry (DNCR).
  • Submit a complaint regarding unwanted telemarketing communications (refer to link below).
  • Escalate unresolved complaints through applicable regulatory channels, including Sanadak, where appropriate.

3. Managing your marketing preferences

In addition to Do Not Call Registry (DNCR), you can also manage your preferences directly with ADCB.

You may request to:

  • Opt out of marketing communications
  • Update your preferred contact channels
  • Update your preferred language
  • Withdraw consent at any time

To update your preferences or withdraw consent, please contact us through the ADCB Mobile Banking App. To update your preferences, go to your Profile from the top left, then select “Settings” and click “Offers and Promotions”.

Upon receiving your request, ADCB will:

  • Stop telemarketing communications to you without undue delay.
  • Remove your details from applicable marketing contact lists.
  • Honour your updated communication preferences.

Withdrawal of consent for telemarketing communications will not affect the delivery of mandatory servicing, security, transactional or regulatory communications.


4. Do Not Call Registry (DNCR)

The Do Not Call Registry (DNCR) is a national service that allows customers to block telemarketing calls. Customers may register their mobile number in the DNCR through their UAE telecom service provider (Etisalat / Du etc.).

How the DNCR works

  • Once your number is registered, ADCB is not allowed to contact you for telemarketing purposes.
  • This applies even if prior consent was provided by you and ADCB cannot contact you on your mobile number, registered in the DNCR, until such number is not removed from the DNCR.

How to register for DNCR

You can register your number by:

  • Sending SMS with the keyword “DNCR” or “Block” to 1012
  • Using your telecom provider’s mobile app or website or other channels made available by the telecom provider

Once registered, your number will be protected from unsolicited telemarketing calls.


5. How to Submit a Complaint

If you receive a telemarketing call that you believe is inappropriate or non-compliant, you can raise a complaint with us.

You are requested to kindly provide:

  • The phone number that contacted you
  • Date and time of the call
  • Any relevant details

Ways to contact ADCB:

  • Call our Contact Center: 600 50 2030 (within UAE) / +971 26210090 (from outside UAE)
  • Submit a complaint via our website, internet banking or mobile application.
  • Email: [email protected]

Upon receipt of a complaint, ADCB will acknowledge and investigate the complaint in accordance with our complaint handling procedures. Customers who are not satisfied with the outcome may escalate the complaint through applicable regulatory channels / Sanadak.


6. Reporting unwanted telemarketing calls (DNCR complaints)

If you continue to receive telemarketing calls after registering in DNCR, you may also report the issue through your telecom provider:

  • Submit a complaint via your telecom provider’s website or mobile application
  • Call your telecom provider’s customer care
  • Send an SMS report (format may vary by provider)

Your telecom provider will take appropriate action in accordance with UAE regulations.


7. Our commitment to you

ADCB is committed to:

  • Conducting telemarketing activities responsibly and ethically
  • Respecting your privacy and preferences
  • Complying fully with UAE laws and regulations
  • Ensuring transparency in all communications

8. Data Privacy

ADCB is committed to protecting the privacy and security of your personal information.

Customer information used for telemarketing purposes will be collected, processed, stored and protected in accordance with applicable laws, regulatory requirements, ADCB standard terms and conditions and ADCB's Privacy Notice available here.

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