Complaints Policy - UAE

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Our complaints handling process

To help us improve our products and services to you, we encourage you to tell us if you are dissatisfied with any aspect of their experience with us.

It is important that we hear about it so we can make things right for you.

We’ll take your complaint seriously and will work with you to address your complaint quickly and aim to find a resolution that’s fair. If we need more time or more information from you, we will let you know throughout the process.

To ensure that we timely and appropriately handle complaints, InDebted has an established complaints handling process and is committed to properly considering and resolving all complaints.

How can you contact us?

  1. Gather any supporting documents or records with names, times and dates that will assist our investigation into your complaint.
  2. Get in touch to let us know about your complaint and how you’d like it resolved. The quickest way is to lodge a complaint via our website. Please include as much information as you can to help us resolve your complaint.
  3. We’ll acknowledge your complaint, give you a reference number and the name and contact details of the person who is handling your complaint.
  4. We’ll do what we can to fix your problem, making sure it doesn’t occur again for you or anyone else and let you know once we have a resolution

We will acknowledge receipt of the complaint as soon as possible and in any case within 3 business days of receiving the complaint and let you know when you can expect a full response.

We may contact you to ask further details. Once all the details of the complaint have been investigated, we will issue a ‘final response’ to your complaint.

How long will it take?

We will endeavour to resolve the complaint on the spot or within days. We’ll keep you informed of our progress and if we’re unable to resolve your complaint within 30 days we’ll tell you that we need more time or more information from you to investigate.

What Happens After We Have Responded?

If you’re still unhappy with our final response to your complaint, please tell us why and we will look into the matter further for you.

You have a right to escalate the complaint to external regulatory bodies.

UAE Central Bank (CBUAE)

Sanadak Platform: Sanadak is an independent financial ombudsman unit that resolves consumer complaints against registered financial institutions and insurance companies free of charge. This is often the most direct and effective route for financial-related complaints.

CBUAE Consumer Protection Call Center: You can also contact their direct consumer protection call center.

Ministry of Economy (MoEc) - Consumer Protection Department:

The Ministry of Economy handles broader consumer protection issues across various sectors that fall outside the direct financial product/service realm.

Dubai Economy and Tourism (DET) - (Specifically for Dubai):

If you are in Dubai, the Dubai Economy and Tourism (formerly Department of Economic Development or DED) has a Consumer Protection Department that handles local consumer complaints.

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