Your rights as a UAE banking customer
Plain-language summary of what UAE banks are required to do for you on fraud refunds, complaints, data protection, fair treatment, and disclosure. Useful background if you're weighing a fraud claim or feel a bank hasn't treated you fairly.
This is reference material, not legal advice. Plain-language summaries paraphrase rules in force — when something matters, consult a qualified UAE lawyer. Horas does not act on or enforce these rules; we publish them so users know what their bank is supposed to do.
New:a deeper companion piece on how card disputes and fund-transfer recalls actually work in the UAE — including auth vs posted, the 60-day window, when banks won't dispute a transaction, AANI / instant-payment recall reality, and the back-channel reason codes you don't need to know. Read /how-disputes-work →
If your card is used without your authorisation, your bank must refund you
When an unauthorised debit or credit card transaction happens, UAE banks are required to detect it, alert you, let you deactivate the card, and refund you in line with your contract.
- Banks must run risk-management and IT systems robust enough to detect unauthorised transactions and intercept them before funds move.
- You must have multiple ways to be alerted to attempted fraud on your cards, and to verify those attempts promptly.
- You must be able to deactivate (and reactivate) your card yourself once you have verified the transaction.
- When unauthorised transactions do happen, the bank must refund you in a timely manner under the contractual conditions of your account.
- Banks must make you aware of your contractual rights for reimbursement when unauthorised transactions occur.
Your bank must give you a clear way to complain — and respond
Every licensed financial institution in the UAE has to operate a complaint resolution mechanism. You can complain in writing or verbally to a bank employee, and the bank has to follow a defined process to resolve it.
- A complaint is any expression of dissatisfaction with a product, service, policy, procedure, or staff action — written or verbal.
- Banks must publish clear, accessible mechanisms for redress.
- If your bank does not resolve the complaint, you can escalate to Sanadak — the independent UAE financial ombudsman.
Your data and your money must be protected
Banks have institutional obligations to protect your personal data and your assets. They cannot use your data outside the agreed purpose, and they have to safeguard funds in your accounts.
- Personal data — including biometric, identity, and behavioural information — must be collected, stored, and processed only by the licensed institution and only for legitimate purposes.
- Banks must safeguard the assets and funds you place with them.
- Sharing your data with third parties (other than authorised agents acting on the bank's behalf) requires your express, informed consent.
You're entitled to fair, transparent, non-discriminatory treatment
Banks are required to behave with integrity in how they design, market, sell, and service products. They cannot mislead you, push you into unsuitable products, or treat you unfairly because of who you are.
- Banks must act in your best interest as a consumer, not just their own.
- Marketing and advertising of financial products must not be misleading.
- Sales staff must assess that the product is suitable for you before recommending or selling it.
- People of Determination and minority groups must not face unreasonable barriers to financial products and services.
You must get clear, complete information before you sign anything
Before you take a financial product, the bank has to disclose key facts in plain language. After you sign, you have a cooling-off window to change your mind.
- Banks must provide a key facts statement — a concise, user-friendly summary of features and risks in plain language.
- All fees, interest/profit rates, and total costs must be disclosed up-front.
- You have a cooling-off period after signing certain contracts to reconsider and withdraw without undue cost or penalty.
- The bank may conduct a follow-up call to confirm you understood the disclosures.
Banks must lend responsibly — they can't push you into debt you can't carry
Before extending a loan or credit facility, the bank has to assess your ability to afford it. They cannot ignore your disposable income, your existing obligations, or the risk that the product traps you in over-indebtedness.
- Affordability must be assessed using your disposable income (income minus essential expenses, taxes, social contributions).
- Banks must promote responsible financing practices to protect you from over-indebtedness.
- Early-settlement fees and partial-settlement charges must be disclosed and reasonable.
If you think your bank breached one of these
- Complain to the bank first — write or call their complaints channel. Keep a written copy and any reference number.
- If unresolved within 30 days, escalate to Sanadak, the independent UAE financial ombudsman.
- For criminal matters (impersonation, theft, account takeover), also file a report with Dubai Police eCrime or your emirate's equivalent.
- For UAE consumer-protection escalation, the central bank's consumer protection department supervises licensed banks against these rules.
Useful contacts — bank fraud hotlines, eCrime portal, Sanadak — are collected on the Resources page.
Horas provides AI-powered risk assessments and curated resources only — not legal or financial advice.