Bank customers in the UAE are complaining about long delays in resolving their complaints, which can range from two to six months. They note that some banks respond much faster if complaints are filed through the media. On the other hand, banking officials confirmed that banks are obligated to resolve customer complaints or respond to their validity claims within 15 working days. They explained that the resolution of any problem depends on its nature, complexity, the involvement of other parties, and whether the complaint was filed correctly with all necessary documents. Banks undergo internal inspections and are overseen by the Central Bank, and all these measures ensure that customers receive their rights in case of a complaint. They also pointed to cases that require time, such as hacks followed by transfers to unknown entities, or issues related to money laundering attempts. In detail, customers reported that their issues are not complex, including bank account freezes, erroneous money transfers, fraud, or negotiations over credit card debt due to accumulated bank fees and interest. They stated that the way bank employees handle complaints needs to be reviewed, as after the first two positive responses by phone or email, further communication ceases. A banking regulator stated: "Banks are obligated to resolve customer complaints or respond to them within 15 working days. If the issue is not resolved within this period, or the customer is not satisfied, they can turn to the Banking and Insurance Dispute Resolution Unit (Sunduk). This unit contacts the bank and receives a response within 15 working days." He added that banks must explain the complaint resolution process to customers and post clarifications on their websites. He mentioned that some complaints take longer due to investigations and information gathering from various sources, some outside the country, such as hacks with subsequent transfers to unknown destinations or cases involving money laundering. Customers must understand that this process can take up to 180 days. However, the majority of complaints, about 90%, are resolved either by the bank itself or through Sunduk. Regarding the quick resolution of complaints when approached through the media, the source said this is due to the misconduct of some employees who neglect to help customers or perform their duties. A small minority of such employees can be reported to their bank. The Nature of the Problem Banking expert Aataf Al-Harmoudi stated that delays in resolving complaints should not be seen as a negative issue without considering the specifics. The resolution depends on the nature of the problem, its complexity, the involvement of other parties, and whether the complaint was filed correctly. She added that customers often blame the bank for all issues, but sometimes the problem is caused by the customer's own negligence in protecting data or dealing with unreliable websites. This requires time to investigate according to each bank's procedure. Banks have a 15-day deadline to resolve issues, but some circumstances are beyond their control. In any case, a customer can turn to Sunduk if the bank fails to resolve the issue. Sunduk is also bound by a deadline to respond or resolve the problem. Banks are inspected internally and by the Central Bank, ensuring customers' rights are protected. Al-Harmoudi emphasized the importance of customers knowing their rights, keeping a complaint reference number, understanding consumer protection clauses, and being aware of the resolution deadline, after which they can escalate to Sunduk. Criteria for Accepting a Complaint A complaint against a licensed financial institution or insurance company is accepted by Sunduk if: • The institution provided a service, product, or an offer to provide a service or product. • The institution failed to provide the requested service or product due to discriminatory reasons based on family status, socio-economic background, gender, or minority group membership. • The customer suffered a financial loss or damage from any deceptive, fraudulent, or unfair conduct by the institution.
