Welcome to Dinar Exchange

Complaint Management And Complaint Resolution

DINAR EXCHANGE CUSTOMERS MAY LODGE THEIR COMPLAINTS OR CONCERNS AND QUERIES THROUGH THE FOLLOWING CHANNELS;

  1. By E-mail / website

Customer may send their complaints/concerns through customer complaint email address at 

helpdesk@dinarexchange.ae or customer complaint website www.dinarexchange.ae

Consumer will express his dissatisfaction through email or written complaint that will provide the complete details of the complaints.

A written acknowledgement of the complaint filed by the customer must be given to the Complainant customer within 2 business days.

  1. Walk in or visit to the branch (verbal complaint)

The branch maintains a log of complaint. 

  1. By Telephone 

Customer protection Hotline is +971 4 230 2000 from 8:30 AM to 11:00 PM working days

Designated phone number and E-mail ID has been printed on all receipts given to the customers. 

Likewise, it is displayed at prominent location within the premises.

 SIMPLE ISSUESCOMPLEX ISSUES
AcknowledgmentWithin 2 business days via SMS, email Within 2 working days
Processing and Resolution (assess, investigate and resolve)
Within 3 working days
Within a reasonable period of time which shall not exceed ten (10) business days 
Communication of ResolutionSMS or Through Telephone / E-mail Immediately when case is resolvedSMS or Through Telephone / E-mail Immediately when case is resolved

 All periods are reckoned from the date of receipt of the complaint. Additionally, above timeline applies to complaints 

received via telephone, mail, or website.

In case, a complaint is not resolved within ten (10) business days (i.e., an overdue complaint), Dinar Exchange ensure that customers are updated on the very next business day with reasonable justifications for possible delay.

For further inquiries and details on terms and conditions of all Dinar Exchange products and services, please 

visit our website (www.dinarexchange.ae) or call: +971 4 230 2000 or email us at helpdesk@dinarexchange.ae

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