I was reviewing my UAE company's bank statement and noticed a few charges that I don't recognize. One of them appears to be an incorrect bank fee. What should I do to dispute these charges and protect my business account?
Hi Ryan,
I’m Hemant, and if you notice an incorrect charge on your UAE business bank account, the most important thing is to raise the dispute quickly. Don't wait until your next statement cycle if you already know the transaction is incorrect.
Step 1: Raise the Dispute With Your Bank
Start by contacting your bank's corporate banking support team or submitting a complaint through its online banking platform.
- Check the transaction: Confirm the date, amount, transaction reference, and nature of the charge.
- Submit a formal dispute: Complete the bank's transaction dispute or chargeback form, depending on the type of transaction.
- Provide supporting evidence: Keep your account statement, receipts, invoices, trade license details, transaction references, and any communication with the merchant.
- Secure a complaint reference: Ask the bank for a Service Request or complaint reference number so you can track the case.
If you suspect the charge is fraudulent or unauthorized, notify the bank immediately and consider temporarily blocking the affected business card or payment channel.
Step 2: Allow the Bank to Investigate
Banks have their own investigation procedures and reporting deadlines, so it is generally best to submit your claim within 30–60 days, depending on the bank and transaction type.
For formal complaints, UAE Central Bank complaint-management requirements provide a framework for banks to investigate and respond. If the matter isn't resolved through the bank's internal process, you may be able to escalate it to Sanadak, the UAE's financial ombudsman.
Step 3: Escalate If the Bank Doesn't Resolve It
If your bank rejects the dispute or you don't receive an appropriate response after completing its complaint process, you can consider escalating the matter through Sanadak.
If the charge involves suspected fraud or criminal activity, you should also report it to the relevant UAE authorities and retain the police or e-crime reference for your bank.
What I Recommend
Don't simply ask the bank, “Can you refund this fee?” Give them a clear written dispute explaining:
what was charged → why you believe it is incorrect → the amount involved → the transaction reference → and what resolution you are requesting.
Keep copies of everything you submit. This creates a clear record if the matter needs to be escalated later.
