At Malik Exchange, we are committed to safeguarding your rights as a valued customer. Below are your key rights and responsibilities when using our services:
- Transparent Pricing
You have the right to clear and upfront disclosure of all fees, exchange rates, terms & conditions, and any other charges associated with your transactions.
- Privacy and Security
Your personal and financial information will be handled securely and in compliance with applicable privacy laws, ensuring confidentiality and protection against unauthorized access.
- Complaint Resolution
In the event of any issues or complaints, you have the right to a fair and prompt resolution process. You can reach out to our dedicated Customer Care team:
- Call Center: +971 2 6770385
- Email: complaints@malikexchange.com
- Link : https://forms.office.com/r/VDmS37emTR
- Cancellation and Refund Policies
You have the right to cancel your transaction within the timeframe specified in our terms and conditions and receive a refund accordingly.
- Legal Compliance
You have the right to expect strict adherence to all applicable laws, regulations, and industry standards that govern remittance and money exchange services.
- Consumer Education
We are committed to empowering our customers with comprehensive information and guidance to help you use our services effectively and responsibly.
Escalation of Complaints
At Malik Exchange, we aim to resolve all customer concerns within 2 business days through our internal complaint resolution process.
If you are not satisfied with our resolution or we are unable to meet your expectations, you have the right to escalate the matter to Sanadak, an independent Ombudsman Unit established under the supervision of the Central Bank of the UAE.
Sanadak: Independent Ombudsman for Financial Complaints
- Independence: Sanadak operates impartially to resolve complaints between consumers and financial institutions.
- Fairness: It acts with transparency and independence to ensure fairness in addressing disputes.
- Resolution Process: Sanadak intervenes when an amicable settlement cannot be reached through internal processes.
Customer Responsibilities Before Escalating a Complaint to Sanadak
- Raise the Issue: You must first report the complaint to Malik Exchange and allow 30 calendar days for a response.
- No Duplicate Complaints: Ensure that your complaint is not a duplicate of another active complaint.
- Legal Limitations: Complaints currently under review in a court of law are not eligible.
- Licensing: The complaint must be against a financial institution licensed by the Central Bank of the UAE.
Sanadak Contact Details
- Office Location: 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
- Website: www.sanadak.gov.ae/en
Visit Sanadak’s website to learn more about their processes and how they can assist with unresolved financial complaints.