Customer Rights
We value our customers and focus on keeping the Customer safe using our system. Every Customer of a Financial Institution has the following legally recognized consumer rights as per Consumer Protection Regulations and accompanying Standards issued by the Central Bank of the UAE (CBUAE).
- Right to Know: You have the right to know the correct information about the products and services that you are seeking. City Exchange has made every effort to ensure that the Customer understands our Products and Services. We are providing the key information related to our products in the Key Facts Statement which you have the right to read and review to make an informed decision. Moreover, our employees would be happy to assist you further with any enquiries that you might have.
- Right to Choose: You have the right to choose the products and services that suit your needs the most from the multiple options available on the market. We offer products and services of quality and at competitive prices based on an assessment of the Customer’s financial circumstances and understanding.
- Right to be Treated Fairly: You are entitled to be treated fairly and equally with courtesy. City Exchange does not discriminate against the Customer based on gender, age, religion, caste, or physical ability when offering and delivering financial products and all Customers are treated on the Principles of Equality.
- Right to Privacy: City Exchange collects, holds, discloses and/or otherwise processes several types of personal data of the Customer with regards to your request for availing Exchange House’s products and/or services. City Exchange has robust internal systems and controls to ensure confidentiality of Customer information and We use the Personal Information in accordance with regulatory guidelines. The Exchange House will always request your explicitconsent for the purpose of processing your Personal Data. You may withdraw your consent at any time by notifying the Exchange House in writing.
- Right to be Heard: The customer has a right to hold the Exchange House accountable for errors, lapses in conduct, as well as non-performance or delays in performance of the product and/or services. If you have a complaint, you can use the following channels to raise an official complaint, and City Exchange is therefore obliged to act upon it –
- Visit any of our branchesand fill out the complaints/suggestion/feedback forms
- Contact us on: 600524899
- Email us at: complaints@cityexchangeuae.com
- Visit our website www.cityexchangeuae.com
We always aim to respond to your complaint or query as quickly as possible. If the matter has been dealt with by us but is not resolved within 30 days or if you are unsatisfied with the resolution, you may escalate the issue to the CBUAE Sanadak system.
Customer Responsibilities
- You should read and understand all terms and conditions pertaining to the products and services, as well as enquiring/asking any questions you may have prior to accepting them.
- You should carefully review all documents before signing to ensure accuracy. Your signature will be considered for approval and agreement of the document content.
- You must provide accurate and complete personal and financial information to us. Failure to provide complete and accurate information may result in rejection of your request for financial services
- You should not share your payment cards or personal and financial information like account numbers, PINs, user IDs, and passwords with anyone.
- You should immediately notify City Exchange in case of any unauthorised transaction in your name.
- You should verify all the details, gain sufficient information, and choose the product and/or service that best suits your needs and financial capacity.
- If there is a problem with the product and/or service, you are advised to contact any of our branches or management offices to raise an inquiry or complaint in order to solve the problem before filing a formal complaint with theCentral Bank of the UAE.
- You are responsible for complying with the terms and conditions of the selected product.
City Exchange
Licensed by the Central Bank of the UAE
