Welcome to Dinar Exchange

Customer Rights and Responsibilities 


Dinar Exchange (“the Exchange” or “We”) is committed to the highest standards of service and compliance in its operation as a Money Exchange in Dubai, UAE. This document outlines the rights of our valued customers (“the Customer” or “You”) and their responsibilities when using our financial services, in accordance with the Consumer Protection Regulations and Standards 

Customer Rights

Right to Equitable Treatment:

The Exchange ensures all customers are treated with fairness and respect, without discrimination based on gender, age, religion, caste, or physical capability, adhering to the Principles of Equality.

Right to Information:

Customers have the right to accurate and comprehensive information about our financial products and services. Detailed information is provided in the Key Facts Statement, and our staff are always ready to assist with any inquiries.

Right to Selection:

You have the freedom to choose from a range of products and services that best meet your financial needs, offered at competitive prices after thorough evaluation of your financial situation.

Right to Privacy:

In compliance with the UAE’s Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (PDPL), the Exchange ensures the confidentiality and security of your personal data, processing it only with your explicit consent, which can be withdrawn at any time.

Right to Redress:

Customers can report discrepancies or issues with our services through multiple channels:

Visiting our branch :

Dinar Exchange

Salsabeel Building , Office Showroom No.6, 

Al Muteena Street , Deira,


United Arab Emirates

Contacting our helpdesk  at 04 230 2000

Using Feedback Forms on our website

Emailing : helpdesk@dinarexchange.ae

We commit to promptly addressing your concerns. Should issues persist post-resolution efforts by the Exchange, grievances may be escalated to the CBUAE’s Consumer Protection Department (Sanadak). For unresolved issues, the Consumer Protection Department at CBUAE is available for further redress.

Sanadak Office Location

Ground floor of the Emirates Institute of Finance building in Abu Dhabi.

Office Hours:

•Monday to Thursday: 8:30 AM to 3:30 PM

•Friday: 8:30 AM to 11:30 AM

Contact Information:

• Email: Info@sanadak.gov.ae

Customer Responsibilities

Provide accurate personal and financial information. Inaccurate information may lead to service refusal.

Understand all terms and conditions, asking questions as necessary.

Choose services that align with your needs and financial capacity.

Address any issues with the Exchange directly before contacting regulatory authorities.

Safeguard your financial information and promptly report unauthorized transactions.

Anti-Money Laundering (AML) and Counter-Terrorist Financing (CTF) Compliance

The Exchange adheres to the UAE’s AML/CTF regulations, requiring customer cooperation in identity verification and monitoring transactions for suspicious activities.

Transparency in Fees and Exchange Rates

Complete transparency will be maintained regarding fees, charges, and exchange rates applicable to transactions, ensuring you have all necessary information for informed decision-making.

Consumer Education

The Exchange commits to promoting financial literacy and awareness among our customers to enhance their understanding of financial services and fraud prevention.

Dispute Resolution

This Agreement and any disputes arising are governed by the laws of Dubai and the federal laws of the UAE. Disputes will be resolved under the jurisdiction of Dubai, with arbitration or judicial proceedings as agreed upon.

Changes to Terms and Conditions

Customers will be notified of any changes to terms and conditions in a timely manner, ensuring continued transparency and understanding of our mutual agreement.


The Exchange ensures that our services are accessible to all, including individuals with disabilities, promoting inclusivity in financial services.

By utilizing the financial services provided by Dinar Exchange, you acknowledge and agree to these rights and responsibilities, reflecting our mutual commitment to a secure, compliant, and respectful business relationship.

Dinar Exchange

Licensed by Central Bank of the UAE

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