• 1. Right to Safety, Privacy & Data Security: You have the right to be protected from harmful products and services risk. Your personal and financial data will be collected only with your consent, protected, kept confidential, and disclosed only when legally required by law, CBUAE, SANADAK, or other authorized regulatory bodies.
• 2. Right to Freedom of Choice: You have the right to choose freely from a variety of products and alternatives services provided and offered in competitive markets.
• 3. Right to Fair, Equal & Inclusive Treatment: You have the right to be treated fairly and equally. We have special care and priority for vulnerable groups, like senior citizens and people of determination,
• 4. Right to clarify, disclosure and transparency: You have the right to get clear and accurate information about the products or services, including price, fees, terms and conditions, estimated delivery times, cancellation amendment policies, third-party fees and potential risks.
• 5. Right to Consumer Education and Awareness: Consumers should be informed and educated about their rights, responsibilities, in a language and manner that are easy-to-understand. Guidance and educational material will be provided to make informed financial decisions.
• 6. Right to complain: You have the right to complain about lapses in conduct and service issues. If your complaint is unresolved within 30 days, you can escalate the matter to Sanadak, the (CBUAE Ombudsman).

Customer Responsibilities

• 1. Provide Accurate Information: You must provide accurate and correct personal and financial information to avoid service issues or the additional costs that may be imposed by the receiving entities.
• 2. Read and Understand Terms and Conditions: Read and understand our T&C to avoid any consequences of not complying with T&C.
• 3. Review your documents: Review all your documents before signing as your signature confirms your agreement with their content.
• 4. Collect your receipts and keep records: You must collect your receipt for all your transactions and make sure they’re stamped up and signed and keep it for future reference.
• 5. Use Our Services Responsibly: Use our services ethically and legally.
• 6. Report issues Promptly: If you identify errors or unauthorized transactions, notify us immediately for prompt scrutiny and resolution.

Complaint Resolution Mechanisms

1- Channels to report complaints

Onyx Exchange provides the following easy ways to report a complaint:

• a) Visit our branch: Talk directly to our staff to register complaints.
• b) Use a complaints box available inside the branches.
• c) Contact our Call Centre Customer Care Helpline No +97142953233
• d) Email us at customercare@onyx-exchange.com
• e) Send your Feedback on our website onyx-exchange.com
• f) If you are not satisfied with the resolution from our team, you may escalate the matter to the Onyx  Exchange General Manager.
• g) Should your complaint remain unresolved within 30 business days, you may escalate it to Sanadak, the Ombudsman of the CBUAE.

2- Contact Details of Sanadak

Sanadak’s office is located on the ground floor of the Emirates Institute of Finance building in Abu Dhabi.  Sultan Bin Zayed the First St – Al Nahyan.

Office hours are from:

8:30 AM to 3:30 PM, Monday to Thursday.

8:30 AM to 11:30 AM on Friday.

If you have any enquiries about Sanadak, please contact via

e-mail: Info@sanadak.gov.ae

or visit their website https://www.sanadak.gov.ae/en

3- Requirements to Escalating a Complaint to Sanadak:

• a) You should first raise the issue with the institution you are dealing with.
• b) Consumers should wait for 30 calendar days for a response.
• c) The complaint should not be duplicated with another active complaint.
• d) The complaint should not be heard in a court of law.
• e) The complaint must be against an institution licensed by the Central Bank of the UAE.

3- Complaints Acknowledgement

• 1-SMS sent to confirm complaint registration within 2 business days.
• 2-SMS notification upon solving your complaint within 10 business days
• 3-SMS notification you will receive if your complaint is unresolved within 10 working days, stating the reason for delay.