Complaints procedure
To complain to Zand Bank, use the complaints form or write to [email protected]: the bank contacts you within 2 business days and aims to resolve the matter within 4 weeks, with some cases taking up to 8 weeks; if you are not satisfied you can escalate to Sanadak within 6 months of the final response, and complaints are free of charge.
How to make a complaint
Use any of the channels below. The form and the email address are the two named on the bank's complaints page.
- The complaints form on the Complaints and feedback page of the Zand Bank Help Centre.
- Email: [email protected]
- Phone: Contact Centre, +971 600 502 328
- Your Relationship Manager, if you are a corporate or custody client.
Give your company name, an account or case reference, what happened and when, and the outcome you are asking for. Attach copies of the documents that support the complaint. Never send passwords or one-time codes. Other routes are listed under all contact channels.
What happens next and when
First contact. Zand Bank contacts you within 2 business days of receiving the complaint.
Resolution. The bank aims to resolve the complaint within 4 weeks.
Longer cases. Some complaints take up to 8 weeks. The bank's reply at the end of the process is its final response.
Complaints are handled inside the bank, and making one costs nothing.
Escalating to Sanadak
If the final response does not satisfy you, you can take the complaint to Sanadak within 6 months of that response. Sanadak is the ombudsman unit for complaints against the financial institutions and insurers that the Central Bank of the UAE licenses, and complaints are lodged on its website.
- Website: www.sanadak.gov.ae (make a complaint to Sanadak)
- Phone: 800 SANADAK (7262325)
- Sanadak Mobile App
Complaints about digital asset custody
Custody clients use the same channels, and digital asset questions also go to [email protected]. Zand Bank PJSC provides custody under VARA licence no. VL/2024/12/001 and publishes a Complaint Management document (PDF) for that service. The page on licences names the regulators that supervise Zand Bank. Time limits in that document and the external body for a custody complaint: to be confirmed
Our commitments
Zand Bank publishes a Code of fair treatment (PDF). Personal details that you send with a complaint are handled as the privacy notice describes.
Ready to raise a complaint?
Write to [email protected] with your company name, a reference and what happened.