Debt collection is lawful in the UAE, but banks, licensed financial institutions, and their authorized collection agents must follow applicable regulatory requirements when contacting consumers. If a collection agency uses excessive calls, inappropriate contact methods, unauthorized disclosure of debt information, misleading statements, or other improper conduct, the appropriate complaint route depends on who the agency represents and the nature of the complaint.
If a debt collection agency is acting for a UAE bank or licensed financial institution, start by submitting a formal complaint to the bank or institution in writing and keep the complaint reference. If the matter is not resolved, eligible consumers and SMEs can generally escalate the complaint to Sanadak, provided the applicable eligibility conditions are met, including waiting 15 calendar days after the complaint to the financial institution.
How to File a Complaint Against a Debt Collection Agency
The complaint process depends on who the collection agency represents. For most bank and financial-institution debts, you should follow these steps:
1. Identify the Creditor and Collection Agency
Before filing a complaint, establish who is actually pursuing the debt.
A collection agency may be:
- A bank’s own collection department
- An authorized debt collection agency acting for a bank
- A licensed financial institution
- A collection agency acting for a non-financial business
- Another individual or company claiming that you owe money
For bank-related debts, the CBUAE standards require a licensed financial institution to inform the consumer if it appoints a third party for arrears collection, including the third party’s identity, the amount it is authorized to collect, and the authority granted to it.
If the person contacting you refuses to identify the creditor or collection agency, document that refusal and avoid making payments to an unverified party until the debt and collection authority have been confirmed.
2. Collect Evidence of the Collection Conduct
Before submitting your complaint, gather evidence showing what happened, when it happened, and who was responsible.
Useful evidence can include:
- Call logs showing dates, times, and frequency of calls
- WhatsApp messages, SMS messages, and emails
- Letters and payment demands
- Voice messages and other relevant communications
- The collector’s name, agency, telephone number, and employee identification
- Loan, credit-card, financing, or other debt agreements
- Account statements and payment records
- Previous complaints and responses from the creditor
- Evidence of workplace or home visits
- Evidence showing that debt information was disclosed to another person
The more specific the evidence, the easier it is for the relevant authority or institution to assess the complaint.
3. Submit a Formal Written Complaint to the Financial Institution
If the debt relates to a bank, credit card, loan, financing product, or another regulated financial service, the first practical step is generally to complain directly to the relevant licensed financial institution.
Your complaint should include:
- Your name and account or customer reference
- The name of the collection agency
- The date and nature of the conduct
- The number or frequency of communications
- Any alleged threats, abusive language, or misleading statements
- Any workplace or home visits
- Any disclosure of debt information to third parties
- Copies of supporting evidence
- The outcome you are requesting
- A request for a formal complaint reference
Do not rely solely on a telephone conversation with a collection agent. A written complaint creates a clearer record of what you reported and when.
The CBUAE Consumer Protection Standards require licensed financial institutions to maintain complaint-handling procedures and records relating to consumer complaints.
4. Keep the Complaint Reference and Response
Save the complaint number, confirmation email, submitted documents, and any response from the financial institution.
You may need these records if the complaint is later escalated to Sanadak or if the dispute requires further legal action.
5. Escalate the Complaint to Sanadak if Eligible
If the complaint concerns a licensed financial institution and remains unresolved, you may be able to escalate it to Sanadak, subject to its eligibility requirements.
Sanadak generally requires the consumer to have first complained to the relevant financial institution and waited 15 calendar days without receiving a response, or received a response that does not resolve the matter satisfactorily.
A complaint that is already being handled by a court may also fall outside Sanadak’s eligibility.
Sanadak Complaint Process
Sanadak is the UAE’s independent financial and insurance Ombudsman Unit and accepts eligible complaints concerning licensed financial institutions and insurance companies. Its complaint system covers financial products and services including bank accounts, credit cards, personal loans, and related services.
If your complaint is eligible, the process generally follows these steps:
1. Submit a complaint to the financial institution
File a formal complaint with the relevant bank or licensed financial institution and clearly explain the collection conduct you are challenging.
2. Keep your complaint reference
Save the complaint number, confirmation, supporting documents, and any response.
3. Allow 15 calendar days
Where required by Sanadak’s eligibility rules, wait 15 calendar days after submitting the complaint to the financial institution.
4. Submit the complaint to Sanadak
If the matter remains unresolved and you meet the eligibility requirements, submit the complaint through Sanadak with the relevant complaint reference and supporting evidence.
5. Provide additional information if requested
Sanadak may request further documents or information from you or the financial institution.
6. Receive the outcome
After reviewing the information provided by the parties, Sanadak issues its outcome according to its applicable complaint process.
Sanadak states that initial complaints are free for consumers and SMEs.
When a Debt Collection Agency’s Conduct May Justify a Complaint
Receiving calls or messages about an unpaid debt does not automatically mean that a collection agency has acted unlawfully. Creditors and authorized collection agents can pursue outstanding debts, but the manner in which collection is conducted may be regulated.
Potentially problematic conduct can include:
- Excessive or unreasonable telephone calls
- Contact outside permitted hours where CBUAE rules apply
- Attempts to visit a workplace or home without the required consent or court permission
- Disclosure of debt information to unauthorized third parties
- Refusal to identify the financial institution or collection agency
- Failure to explain the agency’s authority to collect the debt
- Misleading statements about the amount owed or consequences of non-payment
- Threatening or abusive communications
- Demands for payment without adequate information about the creditor or debt
- Failure to provide relevant information about arrears or the collection process
- Misuse or inappropriate disclosure of personal information
A complaint should therefore focus on the specific conduct that occurred, rather than simply stating that a collector contacted you about an unpaid debt.
A complaint also does not automatically eliminate the underlying debt. The creditor may still have a lawful right to pursue repayment even where the collection method is disputed.
Debt Collection Rules for Banks and Licensed Financial Institutions
For consumers dealing with licensed financial institutions, the CBUAE Consumer Protection Standards contain specific requirements governing debt collection practices.
These requirements are particularly important where a bank or its authorized collection agent is contacting a consumer about arrears.
Financial Difficulty and Arrears
Where reasonably possible, a licensed financial institution must discuss financial difficulties with the consumer before proceeding with certain collection, security-enforcement, or legal measures.
Where an account is in arrears, the institution must also approach the consumer or an authorized representative to discuss options that may assist in resolving the arrears.
30-Day Arrears Communication
Where an account remains in arrears for 30 calendar days after the arrears first arose, the licensed financial institution must communicate with the consumer to establish why the arrears occurred.
A consumer may also request that an authorized representative communicate with the financial institution regarding the arrears, subject to the applicable consent requirements.
60-Day Written Notice
Where an account remains in arrears for more than 60 calendar days, the standards require a written notice containing applicable information about the arrears and the account.
This can include:
- Date the account fell into arrears
- Missed payments and their amounts, where applicable
- Amount of arrears
- Interest or profit rate
- Applicable fees
- Request to engage with the financial institution
- Contact details for the responsible department or authorized collection agent
Contact Hours and Communication Limits
For licensed financial institutions and their authorized collection agents, the CBUAE framework also sets boundaries around how consumers may be contacted.
The applicable standards provide that:
- Telephone contact: Contact should generally take place between 9 AM and 8 PM.
- Excessive calls: Unreasonable and excessive contact attempts are prohibited.
- Home visits: Generally require the consumer’s expressed consent or a court order.
- Workplace visits: Generally require the consumer’s expressed consent or a court order.
- Third-party disclosure: Consumer information cannot generally be disclosed to third parties except where permitted or otherwise authorized.
- Collector identification: Communications should identify the institution or authorized agent and provide relevant contact details.
- Collection agency appointment: The consumer should be informed of the agency’s identity, the amount it is authorized to collect, and its authority.
These requirements apply to licensed financial institutions and their authorized agents. They should not automatically be treated as rules governing every private creditor or collection agency in every situation.
Complaints Against Non-Bank Debt Collectors
Not every debt collection complaint belongs with the CBUAE or Sanadak.
The correct route depends on the creditor and the type of debt.
Dubai Non-Financial Businesses
Dubai’s Consumer Rights complaint service can address certain complaints involving businesses licensed by the Dubai Department of Economy and Tourism.
However, the current Consumer Rights service excludes banks, installment companies, financial services, and insurance from its listed complaint categories.
Therefore, someone dealing with a bank or financial institution should not assume that Dubai Consumer Rights is the correct complaint channel.
Commercial Debts
Where the underlying debt is a business or commercial obligation, the dispute may involve contractual and commercial laws rather than consumer-protection procedures.
The appropriate legal route may depend on the contract, parties involved, amount claimed, and whether court proceedings have already started.
Existing Court or Enforcement Proceedings
If the creditor has already obtained a judgment or started enforcement proceedings, the matter requires a different legal strategy.
A consumer should not assume that filing a regulatory complaint will stop court or enforcement proceedings.
Complaints Involving Threats, Abuse, or Privacy Violations
Some collection conduct may go beyond an ordinary financial-services complaint. For example, communications involving threats, unlawful disclosure of confidential information, cyber-related conduct, defamation, or other potentially criminal behavior may require a separate legal assessment.
The UAE’s Federal Decree-Law No. 31 of 2021 promulgating the Crimes and Penalties Law remains the core federal Penal Code, as amended. Federal Decree-Law No. 34 of 2021 on Countering Rumors and Cybercrimes may also become relevant where the conduct involves electronic systems or communications.
A collection agent threatening legal action that the creditor is legally entitled to pursue is not necessarily committing a crime. The exact words, circumstances, intent, and conduct matter. Similarly, simply contacting a debtor about an unpaid obligation is not automatically harassment.
Where the conduct appears criminal or seriously abusive, preserve the evidence and seek legal advice before deciding whether to report the matter to the police or pursue another legal remedy.nstead, the applicable legal route depends on the underlying debt, creditor, conduct, and whether proceedings have already started.
Complaint Route by Situation
The fastest way to identify the appropriate route is to match the complaint to the underlying relationship.
| Situation | Appropriate first step | Possible escalation |
|---|---|---|
| Bank collection agent making excessive calls | Formal complaint to the bank | Sanadak if eligible |
| Collection agency refuses to identify its authority | Request written verification and complain to the bank | Sanadak or legal action depending on circumstances |
| Collector contacts workplace | Document the conduct and complain to the bank | Sanadak or other legal remedy |
| Debt information disclosed to unauthorized third parties | Preserve evidence and complain to the financial institution | Sanadak and/or separate legal remedy |
| Dubai non-financial business using improper collection practices | Relevant business complaint route | DET/Consumer Rights or legal action |
| Threats or potentially criminal conduct | Preserve evidence and seek legal advice | Police/criminal complaint where appropriate |
| Existing court case or enforcement | Obtain legal advice before parallel complaints | Court/enforcement strategy and applicable complaint channels |
What Happens After Filing a Debt Collection Complaint
The outcome depends on where the complaint is filed and the nature of the allegation.
For a complaint submitted to a licensed financial institution, the institution reviews the reported conduct under its complaint-handling process.
If the complaint is escalated to Sanadak and accepted, Sanadak reviews the information and may request additional documents or information from the parties before issuing its written decision.
Sanadak’s published process states that an eligible licensed financial institution must review the complaint and provide a resolution within five working days after the consumer has supplied the required information and documentation.
A complaint may result in corrective action where the complaint is upheld, but filing a complaint does not automatically cancel the underlying debt or prevent lawful recovery proceedings.
Protecting Your Position While the Complaint Is Pending
A complaint about collection conduct should be kept separate from the question of whether the underlying debt is valid.
If the debt is valid and unpaid, the creditor may still have legal remedies for recovery.
If you dispute the debt, amount, identity of the creditor, or authority of the collection agency, state that clearly in writing.
You should also:
- Continue keeping records of all communications
- Avoid making payments to unverified individuals or accounts
- Request written confirmation of the amount claimed
- Request identification of any authorized collection agency
- Keep copies of settlement offers
- Do not sign documents without understanding their effect
- Do not ignore court notices or formal legal documents
- Obtain legal advice if enforcement proceedings have started
Debt Collection Complaint vs. Debt Settlement
A complaint about collection conduct and a debt settlement serve different purposes.
A debt collection complaint challenges the way a creditor or collection agent has acted.
A debt settlement focuses on resolving the underlying financial obligation through negotiated payment or settlement terms.
In some cases, both may be relevant. A consumer may have a legitimate complaint about collection practices while also needing a negotiated solution for the outstanding debt.
Legal Support for Debt Collection Disputes in the UAE
A debt collection complaint can become more complicated when the debt itself is disputed, collection practices are improper, or legal proceedings have already started.
Legal support can help determine whether the collector’s conduct is simply part of lawful debt recovery or raises a separate regulatory, civil, or criminal issue.
A lawyer can assist when:
- The collection agency refuses to verify its identity or authority
- You dispute the amount or validity of the debt
- Multiple collection agencies are contacting you about the same debt
- The creditor has started court or enforcement proceedings
- You have received threats or other potentially unlawful communications
- Your debt information has allegedly been disclosed to unauthorized third parties
- You want to negotiate a debt settlement or repayment arrangement
- A court judgment or enforcement order already exists
- You need to respond to a formal legal claim or demand
Our UAE lawyers can review the collection conduct, identify the appropriate complaint route, assess the supporting evidence, and advise on the underlying debt. Where necessary, we can also assist with settlement negotiations, court proceedings, or enforcement-related matters.
Frequently Asked Questions
Can I file a complaint against a debt collection agency in the UAE?
The correct complaint channel depends on who the agency represents and what conduct you are complaining about. For a bank or licensed financial institution, the usual starting point is a formal complaint to that institution, followed by Sanadak where the eligibility requirements are satisfied.
Can a debt collector call me at night in the UAE?
For licensed financial institutions and their authorized debt collection agents, the CBUAE Consumer Protection Standards restrict telephone contact and actual contact attempts to 9 AM–8 PM and prohibit unreasonable or excessive communication attempts.
Can a debt collector contact my employer?
For licensed financial institutions, the CBUAE standards state that a consumer’s workplace or home should not be visited unless the consumer has expressly consented or there is a court order. Disclosure of consumer information to third parties is also restricted.
Can I complain to Sanadak about a debt collection agency?
The agency is acting for a licensed financial institution and the complaint falls within Sanadak’s jurisdiction. Sanadak’s eligibility process requires the consumer to first complain to the relevant financial institution and generally wait 15 calendar days before escalation.
Is filing a complaint with Sanadak free?
Sanadak states that initial complaints are free for consumers and SMEs. Its published information states that a fee may apply to an appeal of a decision.
Can I complain if the debt itself is valid?
A valid debt does not necessarily give a collection agent unlimited freedom in how it communicates with you. The complaint can concern the method of collection, disclosure of information, excessive communications, or other regulated conduct without necessarily disputing the underlying obligation.
Does filing a complaint stop debt collection?
A complaint about collection conduct does not by itself cancel the debt or prevent a creditor from pursuing lawful recovery. If court or enforcement proceedings have started, obtain legal advice promptly.
What evidence should I provide against a debt collection agency?
Useful evidence can include call logs, messages, emails, letters, payment demands, recordings where lawfully obtained, screenshots, collector identification, account statements, and copies of complaints already submitted to the creditor.
Can a debt collector threaten me with police action?
A creditor may explain genuine legal consequences of non-payment, but misleading or threatening communications may require closer legal assessment. The exact language and circumstances matter. If the communication appears to involve a criminal threat, unlawful coercion, or another offense, preserve the evidence and seek legal advice.
Can I negotiate a debt settlement while complaining about the collector?
A complaint about collection conduct and a negotiated settlement are separate issues. You may challenge improper conduct while also negotiating repayment or settlement of the underlying debt.
