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Your Rights and How to Raise a Complaint
Your Rights
As a Customer of Alaan, you have the right to clear, fair, and transparent information about applicable fees, limits, and features. You may access your transaction history, request information about your products and services, and raise complaints about the them or any related services.
You will not be charged any fees for submitting, handling, or resolving a complaint, and there are no barriers that prevent you from raising a complaint.
How to Raise a Complaint
Contact Us First
If you have a complaint or inquiry, you should first contact us using any of the channels below:
- Email: support@alaan.com
- Phone: +971 58 825 8554 or +971 48 369 482
- In-App / Online Support: Help Desk in the Alaan App or at https://www.alaan.com/contact-us
What Happens Next
Once we receive your complaint:
- We will acknowledge it within two (2) business days
- You will receive a complaint reference number or details on how to follow up on the complaint.
- We will inform you of the expected resolution timeline
Resolution Timeline
We aim to resolve your complaint within thirty (30) business days from the date we acknowledge it.
If we need more time due to the nature of the issue or involvement of third parties, we will:
- Inform you before the thirty (30)day period ends
- Explain the reason for the delay
- Provide an updated expected resolution date
Escalating Your Complaint
If you are not satisfied with our response or the outcome, you may request escalation by contacting us again using the same channels and quoting your complaint reference number.
Your escalated complaint will be reviewed by a senior team member who was not involved in the initial review.
Escalation to Sanadak (UAE Financial Ombudsman)
If you are not satisfied with the final response, you have the right to escalate your complaint to Sanadak, the UAE’s independent Financial and Insurance Ombudsman Unit.
Sanadak – Financial and Insurance Ombudsman Unit
Ground Floor, Emirates Institute of Finance Building, Abu Dhabi
Office Hours:
Monday to Thursday: 8:30 AM – 3:30 PM
Friday: 8:30 AM – 11:30 AM
Email: info@sanadak.gov.ae
