Know Your Rights and Responsibilities

Your Rights as a Financial Services User in the UAE

1. Privacy & Data Protection

(Federal Decree-Law No. 45 of 2021)

You have the right to:

• Request, correct, delete, or limit the use of your personal data.
• Give explicit consent before receiving marketing communications.
• Be notified without delay if a data breach affects your information.

Example: If your provider wants to share your details with a marketing partner, they must ask for your clear, recorded approval first.

2. Transparency & Disclosure 

(CBUAE Consumer Protection Regulation)

You have the right to:

• Receive clear, upfront details about all fees, rates, and terms.
• Be informed in advance of any permissible changes to your terms and conditions.
• Access your records, account documentation, and transaction history from your financial institution upon request.

Example: If a bank increases its credit card annual fee, it must inform you in advance so you can decide whether to continue the service.

3. Fair Marketing & Suitability 

(CBUAE Consumer Protection Regulation)

You are entitled to:

• Financial products that align with your needs, financial profile, and repayment capacity.
• Product information that is clear, concise, and easy to understand — with all contracts, terms, and marketing materials provided in plain language, in Arabic and English.

Example: If a loan product isn’t suited to your income and repayment capacity, your provider should not recommend it to you.

Your Responsibilities as a Consumer

Rights come with responsibilities — and these are key to keeping your finances secure.

1. Protect Your Credentials

• Never share passwords, OTPs, or PINs — even with someone claiming to be your bank.
• Avoid using public Wi-Fi for financial transactions.

Example: If you get a call from someone claiming to be your bank asking for your OTP, hang up immediately and call your bank using their official number.

2. Keep Records

• Save receipts, contracts, and official communications for future reference.
• Store them securely, whether digitally or on paper.

Example: Screenshot payment confirmations so you have proof in case of disputes.

3. Stay Informed & Report Issues

• Keep your contact details updated with your provider.
• Report suspicious transactions immediately — delays can increase your liability.

Example: If you spot a charge you didn’t make, notify your bank right away to avoid being held responsible.

4. Participate Actively

• Always read and understand terms before agreeing.
• Review updates to agreements to ensure they still meet your needs.

Example: If your bank changes account conditions, take time to review them and switch if they no longer work for you.

For any concerns, first contact your service provider. If unresolved, submit a complaint to the CBUAE via centralbank.ae.