Complaints, Feedback & Customer Support

Your feedback matters. We are committed to listening to your concerns, resolving issues efficiently, and improving your experience with UBL in the UAE.

Reach our UAE customer support team for immediate assistance:

• UAE Toll-Free/Local: 600-533335
• International (Outside UAE): +971-600-533335

Our team is available 24/7 for support and to register complaints or feedback.

• Complaints & Feedback: ContactUBL@ublint.com

• Login to the UBL UAE Mobile App → Complaint → follow prompts.
• For digital banking issues (app/web): Email ContactUBL@ublint.com

• Visit the nearest UBL Branch.
• You may also lodge a complaint through the Hotline available at our Branches.

• Acknowledgement: A reference number will be sent within 24-48 hours.
• Investigation: We review your case and may contact you for additional information.
• Resolution:

  • Standard complaints: within 3-5 working days.
  • Dispute transaction claims: Up to 45 working days or as per resolution timelines of the respective Card associations.
• Follow-Up: You may track your complaint status via phone or email.

If your issue is not resolved through standard UBL UAE channels within expected timelines, you may escalate to the UAE financial regulator:

• Phone: +971 2 691 5555
• Email: contactus@cbuae.gov.ae
• Online Portal: https://www.centralbank.ae

To further support complaint resolution needs, you can also contact Sanadak:

• Website: https://sanadak.gov.ae
• Phone: 800SANADAK (800 72 623 25)
• Email: info@sanadak.gov.ae

To help us respond faster, please include:

• Full Name
• Contact Number & Email
• Account / Card Number (if applicable)
• Detailed description of your concern
• Any supporting documentation (screenshots, transaction IDs, etc.)

• Customer Service Charter