How to Dispute a Bank Charge in the UAE
Secure the account first, identify the type of charge, file a documented complaint with the bank and use Sanadak only when the current eligibility conditions are met.
To dispute a bank charge in the UAE, treat account security and complaint evidence as two separate tasks. If the transaction may be unauthorised, protect the account immediately. Then file an official complaint with the bank and obtain a reference number. A call asking a question is not always registered as a formal complaint.
Never share an OTP, card PIN, online-banking password or unrestricted UAE Pass approval with someone who claims they can reverse a charge. A genuine bank investigation does not require you to transfer money to a “safe account.”
1. Secure the account if fraud is possible
Use the bank’s verified application, website or number printed on the card to block the affected card or account access. Change exposed credentials and review recent transactions. If a card is missing or compromised, ask the bank whether it should be replaced. Do not wait for a merchant investigation before taking basic security action.
2. Identify what you are disputing
The evidence and remedy depend on the problem:
- Unauthorised transaction: you did not make or approve it.
- Duplicate or incorrect amount: the merchant charged twice or charged a different amount.
- Refund not received: the merchant says it issued a refund, but the credit is missing.
- Bank fee or interest: you dispute a charge applied under the account or card terms.
- Cash-withdrawal problem: the account was debited but the ATM did not dispense the correct cash.
Do not describe every problem simply as “fraud.” State the exact transaction, why it is wrong and what resolution you seek.
3. Preserve the evidence
Save the statement line, date, amount, currency, merchant descriptor and transaction notification. Keep receipts, refund confirmations, delivery records and relevant merchant correspondence. For an ATM issue, note the location and approximate time. Do not edit screenshots in a way that removes dates or identifiers.
Share only the information needed through an official channel. Mask unrelated card and account details when the bank’s process permits it.
4. File an official complaint with the bank
- Use the bank’s published complaint channel, not a number from an unsolicited message.
- State the disputed transaction and the reason clearly.
- Explain the action already taken, such as blocking the card or contacting the merchant.
- Attach the supporting evidence requested by the bank.
- Ask for the official complaint reference and submission date.
- Keep the bank’s written response and any follow-up messages.
A temporary credit, card replacement or fraud alert does not necessarily mean the complaint is finally resolved. Read the bank’s written outcome and any conditions attached to it.
5. When Sanadak may accept an escalation
Sanadak is the independent UAE financial and insurance ombudsman established under the Central Bank framework. Its current eligibility checker says the consumer must first file an official complaint with the relevant licensed financial institution or insurance company.
As reviewed on 20 October 2026, Sanadak’s current English eligibility page asks whether 15 calendar days have elapsed after the complaint was submitted and either no written response was received or the consumer is dissatisfied with the response. It also lists rejection grounds, including a duplicate complaint, a matter already before a court, an issue outside the Central Bank’s mandate or a dispute already settled.
Because official web content can change, use the live Sanadak eligibility checker ↗ immediately before escalating.
6. Prepare a clear Sanadak submission
Provide the bank’s complaint reference and date, its written response if received, the disputed transaction evidence and a concise explanation of the requested outcome. Sanadak states that it may ask for additional information and will inform the parties of its decision in writing. A complaint may be upheld, partially upheld or rejected.
Do not promise yourself a particular result or refund. The outcome depends on the evidence, contract terms and applicable rules.
Which related guide should you use?
- Report an unauthorised bank transaction
- Escalate a UAE bank complaint to Sanadak
- Read a UAE bank Key Facts Statement
- Cancel a UAE direct debit safely
Official sources and review note
Dubai Daily Guide reviewed this page on 20 October 2026 against the Sanadak complaint eligibility criteria ↗, Sanadak submission process ↗ and the Central Bank complaint direction ↗. The live bank and Sanadak records control the individual case.