^{Protection And Planning For The Future} Knowing your rights as a banking consumer

Fair treatment throughout the banking journey

Consumers have the right to fair treatment at every stage of their interaction with a bank. This means that products and services should be offered responsibly, without pressure and in a way that considers the customer’s circumstances.

In practice, this includes:

• Being given reasonable time to review information before making decisions.
• Receiving explanations that match the terms and conditions provided.
• Feeling comfortable asking questions or requesting clarification.

Fair treatment helps ensure that banking services remain supportive and appropriate over time.

Clear information on fees, charges and terms

Banks aim to provide transparent information so customers clearly understand how their accounts and services work. Consumers have the right to know what fees apply, when they apply and how changes will be communicated.

This is especially important when:

• Fees or charges are introduced or updated
• Services involve ongoing commitments
• Terms may impact long-term financial planning

If any information is unclear, consumers are encouraged to seek clarification to ensure expectations are aligned.

Protecting personal and financial information

Banks are responsible for safeguarding customer information and using it appropriately. Consumers have the right to expect that their personal and financial data will be handled securely and confidentially.

Customers can also play a role by:

• Being cautious when sharing personal details
• Understanding why information is requested
• Using secure banking channels

Protecting data helps maintain trust and safety across digital and in-branch services.

Support for informed decision-making

Making informed decisions is an important part of responsible banking. Consumers have the right to receive information that helps them understand key features, obligations and potential risks before agreeing to any service.

This includes:

• Clear explanations of how a product works
• Information that supports comparison and consideration
• The ability to take time before committing

Well-informed decisions help reduce misunderstandings and support positive financial outcomes.

Raising questions, complaints or disputes

From time to time, customers may need to raise questions or concerns and they have the right to access clear channels to do so. Banks are committed to reviewing these matters fairly.

This may include:

• Asking for clarification on transactions or charges
• Reporting errors or delays
• Requesting review of an unresolved issue

Raising concerns is part of maintaining service quality and enhancing customer experience. When a concern is raised, consumers can expect it to be reviewed through established processes. This includes providing explanations, updates where appropriate and communicating outcomes clearly.

If you are still not satisfied with the outcome or how your complaint was handled, you may escalate it to Sanadak.

Sanadak is an independent Ombudsman Unit that helps resolve complaints between consumers, licensed financial institutions and insurance companies, in line with the Central Bank of the UAE’s regulations.

To raise your complaint, simply log in to your personal internet banking or mobile banking app and fill out the outline complaint form or send an email to [email protected]. We aim to resolve issues at the first points of contact.

Why understanding your rights is helpful?

Understanding your rights helps you engage with banking services in a more informed and structured way. It allows you to recognize what is standard practice, what information you should receive and when it may be appropriate to ask for further clarification.

Being aware of your rights can also help you:

• Prepare better questions before making financial decisions
• Avoid misunderstandings related to fees, terms, or service expectations
• Address issues early, before they become more complex or stressful
• Use complaint or support channels more effectively when needed

Overall, knowing your rights supports clearer communication, more informed decision-making and a more balanced banking relationship built on transparency and mutual understanding.

Click here to watch our educational video to learn more about Consumer Protection Standards.