Hi, I'm Shilpa from the Banking Team at DhanGuard. Situations like this are more common than many business owners expect. Banks use automated monitoring systems to detect unusual transactions, and sometimes genuine business payments are temporarily flagged for additional verification.

The best approach is to cooperate with the bank's review process as quickly as possible.

Start by contacting the bank

Reach out to your bank using its official customer support number or secure banking app. Explain that the transaction is genuine and ask for:

• A complaint or case reference number.
• Details of any documents required to complete the compliance review.

You'll also need to verify your identity, which may include answering security questions, confirming recent transactions, or completing an OTP verification.

Provide supporting documents

The bank may ask you to explain the purpose of the transaction. Depending on the payment, you should be ready to provide:

• Commercial invoices.
• Client or supplier contracts.
• Purchase orders or shipping documents.
• Any other evidence showing the payment relates to your normal business activity.

Keep your explanation straightforward and ensure the documents are consistent with your company's licensed activities.

Escalate only if necessary

Most compliance reviews are resolved after the requested documents are submitted. However, if the bank fails to respond within the applicable complaint handling period or you believe the decision is unreasonable, you can escalate the matter to Sanadak, the UAE's independent financial ombudsman.

If you need additional guidance on your rights as a customer, you can also contact the Central Bank of the UAE through its consumer support channels.

In my experience, these reviews are usually resolved much faster when businesses respond promptly with clear documentation rather than waiting for repeated follow-ups from the bank for your business bank account.