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Telemarketing Guide: Regulations and Consumer Rights

Explore FAB’s Telemarketing Guide to understand telemarketing regulations, consumer rights, the National Do Not Call Registry (DNCR), and how to submit telemarketing complaints and escalate unresolved matters with Sanadak.

Your Telemarketing Rights

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    You have the right to register your mobile phone number on the National Do Not Call Registry (the “DNCR”) to stop receiving telemarketing calls.

    • OR
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    You may withdraw your consent to receive telemarketing communications from FAB at any time and free of charge.

    • OR
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    You may request that FAB stop contacting you for telemarketing purposes at any time.

    • OR
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    You have the right to lodge a complaint if you believe telemarketing communications have been made in breach of applicable laws or regulations.

    • OR

Registration on the DNCR

The DNCR is a directory of mobile phone numbers of consumers who do not wish to receive telemarketing calls.

To register your mobile phone number in the DNCR, send an SMS with the keyword "DNCR" to 1012.

For more information about DNCR rules, your registration status or frequently asked questions, please visit your telecommunications provider's website.

Telemarketing Complaints

If you have any complaint relating to a telemarketing call, SMS, email or other marketing communication from FAB, you may contact us through any of the following channels:

  • Online: Submit an online complaint form through the FAB website.
  • Phone: 600 52 5500 or +971 2 6811511 (International) or refer to the product or service specific contact numbers available on the FAB Contact Us page.
  • FAB Mobile App: Submit your complaint through the Help & Support section.
  • Email: Submit an email to atyourservice@bankfab.com or refer to the product or service specific email addresses available on the FAB Contact Us page.
  • Branches: Visit any FAB branch during working hours. Branch locations are available on the FAB Branch Locator.
  • Relationship Manager: Contact your dedicated Relationship Manager, if applicable.

When submitting a telemarketing complaint, please provide:

  • Your name.
  • Your contact details (i.e. your preferred contact number or email address).
  • Details of the telemarketing communication, including the date, time and contact method, if known.

Escalation to Sanadak

We aim to resolve all complaints fairly and promptly.

If FAB is unable to resolve your complaint within 15 calendar days, or if you are dissatisfied with FAB's final response, you have the right to refer your complaint to Sanadak, the UAE Central Bank's independent Ombudsman Unit.

Sanadak is an independent complaint resolution authority set up by the CBUAE with a focus on safeguarding consumer rights and resolving complaints that arise from dealings with licensed financial institutions and insurance companies.

For more information or to submit a complaint to Sanadak, please visit the Sanadak website or https://crm.centralbank.ae/en.

You may also contact Sanadak by email at Info@sanadak.gov.ae or by phone at (800 72 623 25).