Consumer protection policy
At Al Jarwan Exchange Group, we are dedicated to giving our customers a smooth and reliable experience whenever they contact us. We work hard to deliver service and quality that meet your expectations and match the high standard of our products.
We created this Consumer Protection Policy (‘Charter’) to explain what customers can expect from us. It shows our commitment to providing a smooth and reliable customer experience and how we meet our responsibilities.
We value your feedback and are committed to improving continuously. Share your thoughts on the Charter by visiting www.aljarwanexchange.com, calling 65551555, or emailing customercare@aljarwanexchange.ae
Our Customer Service Assurance
We aim to provide efficient and effective customer service at all times. The table mentioned herein below showcase the service principles we abide by service standards we follow for our interaction with our customers and the processing and/or response time.
However, the service standards are indicative only. There could be individual cases which may be decided in longer or shorter periods than the service standard, depending on a range of factors, individual circumstances, and the complexity of each case.
| Parameters | Offline | Online |
|---|---|---|
| Daily exchange rates | Visit any Al Jarwan Exchange Branch | Call: 065551555 / 971506341653 |
| Our Service charges | Visit any Al Jarwan Exchange Branch | www.aljarwanexchange.com |
| Products & Services | Visit any Al Jarwan Exchange Branch | www.aljarwanexchange.com |
| FAQs | Visit any Al Jarwan Exchange Branch | www.aljarwanexchange.com |
| Surveys / Feedback | Feedback Form and Box Available in the Branch | www.aljarwanexchange.com |
| Transaction Status | Visit any Al Jarwan Exchange Branch | Call: 065551555 / 971506341653 |
| For Complaints | Visit any Al Jarwan Exchange Branch |
Call: 065551555 / 97150641909 Email: complaints@aljarwanexchange.ae |
| Services Principles | Measures of Effective | ||
|---|---|---|---|
| Telephone | Branches | Digital | |
| Accessibility | Ensure accessibility of telephone services during business hours. | Ensure that working hours of our branches are convenient to our customers abiding by the regulatory requirement. | Ensure that the customer touch points such as e-mail IDs, customer care no: social media platforms and website addresses are given proper visibility; and ensure that adequate resources are in place to respond to customers contacting through these channels. |
| Response Time | To respond to your calls within 15 (fifteen) seconds | To serve you within ten minutes of your arrival at the counter. | To acknowledge customer enquiries received through e-mail, calls, website, within 12 working hours of receipt of the query and provide you with the timelines for our complete response. |
| Customer Management | We will be accessible by telephone during business hours. | Ensure that during holidays our working hours are notified in the branches well in advance and any change in timings are publicized, by giving prior intimation to the customers | Ensure that these channels are managed well, and proper process followed for responding to customers of each of the channels. |
| Courteous and professional approach. | When we call you, we will provide you with our name and work area and tell you the reason why we are calling. When answering the telephone, the attendants will identify themselves. | We will be presentable. We will wear our name badges/id cards always. | We will acknowledge your queries, and provide contact details in our written correspondences. |
| Courteous and professional approach. | Our staff will sound friendly and polite. Wherever required, the team will ensure that the team member with the required language skill is handling the customers to make the conversation clear, precise and covering adequate information and the whole exercise is comfortable for the customers | Our staff will be very courteous and friendly while dealing with the customers in person. Wherever possible they will try to communicate in the language in which the customer can easily understand. | The language used in the communication, either written or oral, will be simple and polite. The preferred mode of communication will be in English. |
| Trained & knowledgeable staffing | Ensure that the staffs are well trained on our products and services so that they can suggest the best solution based on the customer needs. | Ensure that the staffs is well trained on our products and services so that they can understand your requirement personally and guide you to the appropriate services offered such as money transfers/foreign currency. | Ensure that the staffs are well trained on our products and services so that they can suggest the best solution based on the customer needs. |
| Trained & knowledgeable staffing | Our staff will offer correct and complete resolution with clarity to meet customers’ needs | Our staff will offer correct and complete information with regards to customers’ needs. The staff will not make false promises which cannot be kept or achieved. | We will be accurate and helpful with timely responses that are relevant to customer needs. |
| Timely resolution for complaints and queries. | Ensure that all general queries are closed within 24 (twenty-four) working hours. In case of any delay in resolutions, the staff will keep the customers updated continuously till the final closure of the query. | Ensure that it doesn’t take more than 15 (fifteen) minutes for every customer to be served. In case of unexpected delays, our staff will apologize as well as update the customers on the reasons for the delay. | Ensure that all general queries are closed within 24 (twenty-four) working hours. In case of delay in resolutions, the staff will keep the customers updated continuously till the final closure of the query. |
| Data Security | Our staff will always ensure to follow Data Protection law and follow good practices. | Our staff will follow the data protection policy and will ensure that the customer data will not be shared with anyone | Will ensure that the Customer data will not be shared with anybody else and full protection will be ensured as far as customer data is concerned. |
Grievance Redressed Mechanism
We are committed to providing a seamless experience and ensuring customer satisfaction. Your feedback and complaints are valuable opportunities for us to improve. Our goal is to address your concerns efficiently and turn them into positive outcomes. Please review the matrix as below.| Methodology | Escalation-Level | Contact | Responsibility | Response Time | Resolution Time |
|---|---|---|---|---|---|
| Raise complaint via branch, call or walk-in | Escalation-Level 1 | Branch / Shift In-Charge | Branch In-Charge | Live Support | 1–4 days depending on complaint complexity |
| Via Phone no: / Email | Escalation-Level 2 On the 5th Day |
97150641909 complaints@aljarwanexchange.ae |
Customer Service Officer | Online support – response within 1 day | 1–2 days |
| Escalation-Level 3 On the 7th Day |
065551555 haraj@aljarwanexchange.ae |
Senior Management Team | Online/Call support – same-day response | 1–3 days |
Customer Rights
Right to Transparency: In pursuance to the Right to Transparency.
Al Jarwan Exchange will;
- We make sure to provide clear, timely information, disclosures, and warnings about the product’s main features and limitations in both English and Arabic.
- Display on the bank’s website the bank’s Policies on terms and conditions, customer charter, Grievance Redressal etc.
- Make every effort to ensure that the staff dealing in a particular product is properly trained to provide relevant information to customers fully, correctly and honestly
- Ensure that all marketing and promotional material is clear, accurate, and not misleading is crucial for building customer trust and maintaining compliance with regulations.
- Ensure that we deal with the customer rest on ethical principles of equity, integrity and transparency.
Right to Fair Treatment: In pursuance to the right to fair treatment.
Al Jarwan Exchange will;
- Promote good and fair practices by setting minimum standards across our branches.
- Provide training to the staff to attend to customers, adequately and appropriately.
- Ensure that staff members attend to customers promptly and courteously.
- Treat all customers fairly and not discriminate against any customer on grounds such as gender, age, religion, caste, literacy, economic status, physical ability etc.
Ensure that the products and services offered are in accordance with relevant laws and regulations.
Al Jarwan Exchange is committed to offering its customers smooth and fair service, while expecting courtesy and honesty in return during their interactions with Al Jarwan Exchange.
Right to privacy/ data protection: In pursuance to the right to privacy.
- Al Jarwan Exchange will keep customer information private and confidential, even after the customer stops using our services. We will not share this information with anyone, including our partners or subsidiaries, unless required by law or with the customer’s consent.
- We will only share this information if:
- The customer gives explicit written permission
- oIt is required by law or regulations.
- Employees will be trained to understand the data control framework, ensuring they can securely access and manage consumer data while avoiding policy violations
Right to Grievance Redressed: In pursuance to a fair resolution of their grievance in a timely manner.
Customers can raise their concerns or complaints and expect a fair and timely response. Al Jarwan Exchange is dedicated to resolving issues transparently and efficiently to ensure trust and satisfaction. Here’s how we handle grievances:
Handling Errors and Mistakes
- Mistakes will be addressed quickly and with care.
- Corrections will be made without delay.
Customer Grievance Process
- Complaint resolution details will be available on our website.
- Grievance contact details, including emails and phone numbers, will be prominently displayed on our website and at all branch locations.
Complaint Resolution Timelines
- Complaints will be acknowledged within 2 working days.
- All possible Efforts will be made to resolve complaints within day 1 or up to 10 business days from the time acknowledging the complaints.
Credit to the Wrong Account
- If money is sent to the wrong account due to incorrect details provided by the customer, the resolution time may vary.
Customer Responsibility
- Know your Exchange Rates and fees: Understand the exchange rates and any fees associated with the transaction beforehand.
- Read Terms and conditions: Take the time to read and understand the terms and conditions first before proceeding with any transaction.
- Read Key Fact Statement: Take the time to carefully review and understand the Key Fact Statement before proceeding with any transaction.
- Protect Personal Information: Safeguard your private data from unauthorized access, ensuring secure transactions.
- Understand your rights: Stay educated about consumer rights and exercise them when necessary.
- Receipts and Records: Keep receipts of all transactions for future reference and in case any disputes arise. Maintaining a record also helps in financial planning.
Consumer Education and Awareness
Al Jarwan Exchange is committed to helping customers improve their financial knowledge, make informed decisions, identify risks, and safeguard themselves against scams and fraud.
- Providing Unbiased Information: Educational materials and clear product details are shared through the AL JARWAN Exchange website and other channels to help consumers understand any risks before selecting products or services.
- Promoting Financial Literacy:We work to reduce risks for consumers by helping them make better financial decisions through education and awareness.
- Building Knowledge and Confidence: We are dedicated to empowering customers with the knowledge, skills, and confidence to recognize risks, make informed decisions, seek help when necessary, and take proactive measures to improve their financial well-being.
- Collaborative Efforts: Al Jarwan Exchange collaborates with the Central Bank and other key stakeholders to actively promote financial education through joint initiatives.
- Digital Outreach:Social media campaigns are used to inform customers about service updates and provide tips for preventing financial fraud.
- Regulatory Reporting:Al Jarwan Exchange prepares an annual summary report summarizing the educational initiatives undertaken in the previous year and presenting planned activities for the year ahead. This report is submitted to the Central Bank or relevant regulatory bodies by January 31st or within the required timeframe.
- Annual Review:All educational initiatives are reviewed annually to evaluate their effectiveness, reach, and impact, with adjustments made based on feedback and performance metrics.
Discrimination is the act of unfairly treating an individual based on personal characteristics such as age, race, gender, religion, ethnicity, or disability.
- Non-Discriminatory Practices: Al Jarwan Exchange ensures that decisions about the sale of products or services are free from discrimination based on family status, gender, or minority group membership.
- Equal Treatment: Al Jarwan Exchange guarantees fair treatment for all consumers, regardless of their religion, gender, age, income, marital status, or other relevant factors.
Your Feedbacks are always acknowledged
your feedback is important to us, and we make it a priority to acknowledge and appreciate every contribution.
- We value your suggestions and will review them promptly to improve our services. Whenever possible, we will respond immediately.
- We are dedicated to excellence and appreciate your feedback. Feel free to share your suggestions on our website: aljarwanexchange.com.
- Your opinions are essential in helping us enhance the relevance and quality of our services to customers.
Escalations of Complaints
We aim to resolve all concerns within 30 business days through our dedicated complaints channel. If you’re not satisfied, you may escalate the matter to Sanadak, an independent Ombudsman Unit, for further resolution.
Before contacting Sanadak, customers should:
- Raise the issue directly with the institution involved.
- Wait for a response for up to 30 calendar days.
- Ensure the complaint is not a duplicate or actively being heard in a court of law.
- Confirm that the complaint is against an institution licensed by the Central Bank of the UAE.
Sanadak
Sanadak, an independent Ombudsman Unit supervised by the Central Bank of the UAE, provides a fair and transparent process to resolve unresolved complaints between consumers and financial institutions.
Contact Details
Sanadak’s office is on the ground floor of the Emirates Institute of Finance building in Abu Dhabi. It is open from 8:30 AM to 3:30 PM, Monday to Thursday, and from 8:30 AM to 11:30 AM on Friday. For enquiries, email Info@sanadak.gov.ae or visit their website at https://www.sanadak.gov.ae/en for more information.
Al Jarwan Exchange
Licensed by the Central Bank of the UAE