At Nebras, we are committed to ensuring that all users have access to a transparent and effective process for resolving any issues they may encounter with Open Finance services. Our goal is to provide a fair and impartial resolution to all complaints, ensuring user satisfaction and maintaining trust in the Open Finance ecosystem.
As an individual consumer using the Open Finance platform, if you encounter a dispute related to transactions, fraud, data inaccuracies, or product issues, here's how you should proceed:
Step 1: Contact Your Provider First
Your primary point of contact for any disputes should be the relevant party, i.e. your Third Party (AlTareq) service provider, your bank, your insurance company or your exchange house. These companies are responsible for resolving their customers' disputes internally, following their own procedures where they are at fault and then raising disputes via Nebras if this is required, if the fault lies with another AlTareq participant.
Step 2: Further Action (if dissatisfied)
If you are not satisfied with the outcome of the dispute resolution through your bank, insurance company, exchange house, or Third Party (AlTareq) service provider, you have an additional option:
Step 1: Contact the Financial Service Provider
If you have a complaint regarding a service or transaction, your first step should be to contact the relevant financial service provider directly. This could be either a Licensed Financial Institution (LFI) or a Third-Party Provider (TPP). Most issues can be resolved quickly by reaching out to the provider’s customer service team.
Step 2: Escalate to Sanadak (If you're covered by their services in the UAE)
If your issue is not resolved to your satisfaction by the Licensed Financial Institutions or Third-Party Provider, you can escalate your complaint to Sanadak, an independent entity dedicated to resolving financial disputes fairly and impartially.
Submit a Complaint to Sanadak: Visit Sanadak Complaints
Sanadak will review your complaint, mediate between the involved parties, and provide a resolution based on the evidence provided and relevant regulations. You can follow up on the status of your complaint through the Sanadak portal.
Sanadak and the financial service providers will keep you informed throughout the complaint resolution process. You can check the status of your complaint at any time through the following links:
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The Service Desk acts as the point of contact for raising and seeking to resolve any disputes that arise as part of the AlTareq initiative (Open Finance).
The processes via the Service Desk is designed to efficiently handle and resolve disputes related to technical performance / functionality, transactions, fraud, data inaccuracies, or product problems.
General Support: Monday to Friday, from 9 AM to 6 PM, reachable via Jira / email.
Critical Incidents: 24/7 support is available through the Emergency Telephone Line: +971 4 328 2979.
Participants can submit dispute cases by providing essential information, including a summary of the dispute, system logs, and details on how the dispute is affecting their customers or operations.
Online Case Submission: Streamline the support process by directly accessing the Jira case management system via the Al Tareq - Jira Service Management link. This allows you to quickly submit and track the real-time progress of your cases.
Email: Contact the service desk by sending a detailed email of your issue to Support@Nebrasopenfinance.ae. Ensure you include all necessary information, such as a summary of the problem, system logs (if available), and how the issue impacts your operations.
Telephone: Access the dedicated telephone line at +971 4 328 2979 to connect directly with the support team. Telephone agents can assist you in creating cases, tracking their progress, and providing real-time updates.
If you are not satisfied with the initial case resolution, you have the option to escalate your case. A senior team member will review the escalated issues, conduct a deeper investigation and potentially offer additional solutions. To escalate a case, send an email to the Escalations Team at Escalations@NebrasOpenFinance.ae. Be sure to include a summary of the case, details of any initial resolution received, and the original case number.
The Nebras Open Finance management team will escalate cases to CBUAE for adjudication, if a regulatory breach requires subjective decision making or their intervention, regardless of the submission channel.
For further assistance or if you need help navigating the complaint process, please contact our support team:
