Consumer's Rights & Responsibilities

Customer Rights

• 1. Right to be Treated Equally: You have the right to be treated fairly and equally at all stages of providing of our services. We have special care to older people and those with special needs.
• 2. Right to Know: You have the right to know the information about services. Our employees would be happy to assist you for any enquiries.
• 3. Right to Privacy: Send Exchange ensure Confidentiality of information that might being collects or discloses with regards to our services.
• 4. Right to complaint: The customer has a right to complaint for errors, lapses in conduct, as well as non-performance or delays in performance of services.

Customer Responsibilities

• 1. You must provide accurate and correct personal and financial information to us. Failure to provide complete and accurate details may result in our services being refused.
• 2. You should read and understand all Terms and Conditions of our services provided in our receipts.
• 3. Review all of your documents before you sign them to ensure no errors are made in your transaction information. Your signature is an approval and agreement of the document content.
• 4. You should collect your receipt for your all transactions and make sure its stamped and signed. And keep it for any possible review in future.

Complaint Resolution Mechanisms

1- Right to Raise a complaint

you have the right to lodge complaint If you are aggrieved with any service or product offered by send exchange, your questions and suggestions are valuable and we reply to you immediately.

2- Channels to report complaints

Send Exchange provide the following easy ways to report a complaint:

• 1. Visit our nearest branch:Have a personal conversation with our front staff they will direct you and register your complaint.
• 2. Use complaints box available inside the branches.
• 3. Contact our Call Centre Customer Care Helpline No +97126277272
• 4. Email us at customercare@sendexchange.com
• 5. Send your Feedback on our website www.sendexchange.com

3- Complaints Acknowledgement

• you will receive SMS notifications once yours complain registered within 2 business days of submitting the complaint.
• you will receive SMS notifications upon solving yours complain in time not exceeding 10 business days.
• If we have not resolved yours complain within 10 business days, you will receive SMS to update you the with reasonable justifications for the possible delay.
• If you are not satisfied with the resolution from our complaint's team or the complaint is not resolved within the stipulated time, you may escalate the matter to the General Manager of Send Exchange. If your complaint still remains unresolved, you may escalate the matter to The Central Bank of UAE.