How to dispute a bank charge in the UAE

Secure the account first, raise a documented complaint with the bank, then use the official financial-ombudsman route if the matter remains unresolved and eligible.

If the transaction is unauthorised

Use the bank’s official app or hotline immediately to block the affected card or account access. Change compromised credentials and do not approve unexpected UAE Pass prompts or OTP requests. Record the transaction date, merchant name, amount and notification time.

Build a clear complaint

1. Contact the bank through an official channel and request a complaint reference.
2. State whether the problem is fraud, duplicate charging, a failed refund, incorrect fee or another specific issue.
3. Attach statements, receipts and merchant correspondence where relevant.
4. Keep the bank’s written response and all reference numbers.
5. If the complaint remains unresolved and meets the rules, review Sanadak’s official complaint process ↗.

What Sanadak is for

Sanadak is the UAE’s independent financial ombudsman for eligible complaints involving licensed financial institutions and insurers. Its page explains the current eligibility and escalation requirements. Complete the institution’s complaint process first when the rules require it.

Never share an OTP—even with someone who knows your complaint reference or claims to be reversing the charge.

Official source: Sanadak complaints portal. Check live eligibility, documents and timing before escalating.