Hi, I'm Kuldeep, Head of the Banking Team at DhanGuard. If your account has been frozen, it's important not to panic or submit multiple complaints at once. The most effective approach is to follow the official escalation process step by step while keeping a clear record of all communication.

Step 1: Raise a formal appeal with the bank

Start by contacting your bank's compliance or complaints department rather than relying only on customer service.

Ask the bank to:

• Confirm the reason for the business bank account restriction in writing (where legally permissible).
• Provide a checklist of any documents required to complete their review.

If requested, submit supporting documents such as:

• Trade license and company documents.
• Invoices, contracts, or purchase orders.
• Salary slips or proof of source of funds.
• Updated KYC documents, including passports, visas, and Emirates IDs.

Banks regulated by the Central Bank of the UAE are generally expected to provide a final response to a registered complaint within 30 business days.

Step 2: Escalate to Sanadak

If the bank does not respond within the required timeframe or you believe the outcome is unfair, you can escalate the matter to Sanadak, the UAE's independent financial ombudsman.

Before filing your case, make sure you have:

• Your complaint reference number.
• Copies of emails exchanged with the bank.
• Supporting documents and evidence submitted during the review.

Step 3: Understand when legal action is required

If the account has been frozen because of a criminal investigation, police report, court order, or an Anti-Money Laundering (AML) investigation, neither the bank nor Sanadak can remove the restriction independently.

In these situations, the matter must be resolved through the relevant authority, such as the Public Prosecution, the investigating agency, or your legal representative.

I recently advised a client whose business account was frozen after a compliance review requested additional documentation. Rather than opening multiple complaints, the client submitted a complete document package through the bank's compliance team. The review was completed successfully, and the account restrictions were lifted without requiring further escalation.

The key is to remain organised, respond promptly to document requests, and use the official appeal channels. A structured approach almost always produces better results than repeated follow-ups through customer support.