Customer Rights
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Customer Rights

Customer Rights

Know Your Rights as a Customer

  • Transparent Pricing: You have the right to clear and upfront disclosure of all fees, exchange rates, terms & conditions and any other charges associated with the transaction.
  • Privacy and Security: You have the right to expect that your personal and financial information will be handled securely and in accordance with applicable privacy laws.
  • Complaint Resolution: In case of any issues or complaints, you have the right to a fair and prompt resolution process by calling to our Call Center 600522265 or emailing at customercare@alfardanexchange.com. Our alternative communication channels have been listed in the Communications Channels Page in the website
  • Cancellation and Refund Policies: You have the right to cancel your transaction within the timeframe specified in the terms and conditions and to receive a refund accordingly.
  • Legal Compliance: You have the right to expect strict adherence to all applicable laws, regulations, and industry standards that govern remittance and money exchange services.
  • Consumer Education: You have the right to receive comprehensive information and guidance on utilizing our services effectively and responsibly.

Escalations of Complaints:

We aim to resolve your concerns within 30 business days through our designated communication channel for complaints. In the rare event that we are unable to meet your expectations, you have the right to escalate the matter to Sanadak for further resolution.

Sanadak - An independent Ombudsman Unit for the resolution of financial complaints

Sanadak

  • Is an independent Ombudsman Unit, created under the supervision of Central Bank of UAE.
  • Will provide an independent process to resolve complaints between consumers and Financial Institutions that have not reached an amicable settlement through their internal processes.
  • Acts with impartiality, independence, fairness, and transparency to resolve financial complaints.

Customers' Responsibilities Before Escalating a Complaint to Sanadak:

Contact Details

Sanadak’s office is located on the ground floor of the Emirates Institute of Finance building in Abu Dhabi. Office hours are 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 via e-mail: Info@sanadak.gov.ae and visit their website https://www.sanadak.gov.ae/en to understand more.

  • A customer should first raise the issue with the institution they are dealing with.
  • Customers should wait for 30 calendar days for a response.
  • The complaint should not be a duplicate of another active complaint.
  • The complaint should not be currently heard in a court of law.
  • • The complaint must be against an institution licensed by the Central Bank of the UAE.