Start by complaining to the trader in writing and keeping your invoice. If that fails, complain to the consumer protection office of the emirate where the business is licensed: Consumer Rights at Dubai's Department of Economy and Tourism, Abu Dhabi's Department of Economic Development, Ajman's or Sharjah's economic department, or the federal Ministry of Economy & Tourism for the other emirates. Banking, insurance, telecom and real estate complaints go to their own regulators instead.
Who this guide is for
This guide is for consumers in the UAE who bought a product or paid for a service and did not get what was promised. Examples include a faulty phone, a refused warranty repair, a misleading offer, an overcharge or a service that was never delivered.
It is not about business-to-business disputes, employment claims or rent disputes. If money was taken through fraud or hacking, see online defamation and cybercrime in the UAE instead.
The law in brief
Consumer rights come mainly from Federal Law No. 15 of 2020 on Consumer Protection, as amended by Federal Decree-Law No. 5 of 2023, and its executive regulation, Cabinet Decision No. 66 of 2023. According to u.ae, the law covers suppliers, advertisers and commercial agents on the mainland and in free zones, and e-commerce platforms registered in the UAE.
Key points from official summaries:
- Invoices. Suppliers must give a dated invoice in Arabic showing the trade name, address, product, price and quantity.
- Warranty. Products covered by a warranty must be repaired or replaced at no cost if a defect appears within the warranty terms.
- Fair treatment. Consumers have rights to accurate information, safe goods and services, free choice, fair compensation for damage, and privacy of their data.
Where to complain
| Your complaint is about | Where to go | Useful details |
|---|---|---|
| A business licensed in Dubai | Consumer Rights, Department of Economy and Tourism (consumerrights.gov.ae) | WhatsApp and phone 600 54 5555; online form on the website |
| A business licensed in Abu Dhabi | Abu Dhabi Department of Economic Development (ADDED), Consumer Protection | Covers establishments licensed by ADDED; file through TAMM with UAE PASS, no fee |
| A business licensed in Ajman | Ajman Department of Economic Development | Toll-free 800 70; e-service and app |
| A business licensed in Sharjah | Sharjah Economic Development Department (SEDD) | Website, SEDD app, branches and Tasheel centres |
| A business in Ras Al Khaimah, Umm Al Quwain or Fujairah | Ministry of Economy & Tourism | 800 1222, WhatsApp, website or app |
| A bank, finance company or insurer | Sanadak, the financial and insurance ombudsman under the Central Bank | Complain to the institution first |
| A telecom provider | Your provider first, then TDRA dispute resolution | TDRA's service is free |
| A broker or developer in Dubai | Dubai Land Department (complaint against a real estate company) | For violations such as unlicensed practice, misleading adverts or cold calls; DLD does not handle contract disputes, refunds or compensation, and rent disputes go to the Rental Disputes Center |
The Ministry of Economy & Tourism says it accepts complaints from all emirates except Abu Dhabi, Dubai and Ajman, which have their own departments. Sharjah has its own SEDD service as well. If you are unsure, the UAE authority navigator can help you pick the first channel.
Step by step
- Stop using a faulty product if it is unsafe. Keep it in its current condition as evidence.
- Collect your paperwork. Find the invoice or e-bill, warranty card, payment proof and any contract.
- Complain to the trader in writing. Email or message the business, describe the problem and say what you want: repair, replacement or refund.
- Give a short, reasonable deadline. Ask for a reply by a specific date and keep a copy of what you sent.
- Check where the business is licensed. The trade licence decides which emirate's office can handle it.
- Check the sector. Banking, insurance, telecom, real estate and cybercrime go to specialist bodies, not the general consumer office.
- File with the right office. Use its website, app or phone line and attach your documents and the trader's reply.
- Answer follow-up calls quickly. In Dubai, Consumer Rights says an employee will contact you within two working days, and you then have two working days to send any extra documents.
- Keep the reference number. Track the complaint online and record any settlement date the office gives you.
- Confirm the outcome. If the trader does not do what was agreed, tell the office so it can follow up.
As of September 2026, Dubai Consumer Rights says complaints are usually resolved within five working days, while its FAQ says closing a complaint takes four to 10 working days, depending on the type. The Ministry of Economy & Tourism lists 8 working days and no fee. Confirm current timings with the office you use.
Online purchases
Buying online does not remove your rights, but jurisdiction matters. Dubai Consumer Rights says you can complain about a website if you have an e-bill and the website is licensed in Dubai. For a foreign website with no UAE licence, a UAE consumer office may not be able to act. Ask your card issuer whether a card dispute is possible, and report it to the police if it looks like a scam.
Documents checklist
- Invoice, e-bill or receipt (in Dubai you can still complain if the trader refused to issue one)
- Warranty card or terms
- Payment proof: card slip, bank transfer or statement line
- Contract, quotation or service agreement, if any
- Photos or videos of the defect or the unfinished work
- Your written complaint to the trader and any reply
- The business name, branch, trade licence details and website address
- Emirates ID, and a power of attorney if you are complaining for someone else
Common mistakes
- Complaining to the wrong emirate. The office that licensed the business decides the case, not where you live.
- Skipping the written complaint to the trader. Many cases settle once the business sees a clear, dated request.
- Throwing away the packaging, the product or the invoice. Evidence of what you bought and paid for is central.
- Sending a sector complaint to the consumer office. Dubai Consumer Rights lists real estate, telecommunications, banking and cybercrime as outside its scope.
- Posting angry reviews that insult the trader. Stick to facts. Online insults can create legal risk under the cybercrime law.
- Going to a bank ombudsman too early. Sanadak may reject a complaint if you did not first complain to the institution and wait 15 calendar days.
When to speak to a licensed lawyer
Most consumer complaints are settled through the consumer office without a lawyer. Advice is more useful in some cases.
Consider a licensed UAE lawyer if the amount is large, if a product caused injury or property damage, or if the trader refuses any settlement and you are thinking about court. The same applies if the dispute involves a building contract or a developer. The Ministry of Economy & Tourism notes that complaints it cannot settle may be referred to the courts, where procedure and evidence rules matter.
CaseDaleel can introduce you to an independent licensed professional, but only if you choose that. You can start with the free case check and organise your papers with the evidence checklist builder.
Frequently asked questions
Do I have to contact the shop before I complain to the authority?
It is sensible and often expected. A dated written complaint shows you gave the trader a fair chance, and many consumer offices ask for the trader's reply.
Can I complain without an invoice?
It is harder but not always impossible. Dubai Consumer Rights says you can still register a complaint if the business refused to give you an invoice.
Is there a fee to file a consumer complaint?
The Ministry of Economy & Tourism, Abu Dhabi's TAMM service and Ajman's department list their complaint services as free as of September 2026. Check the current terms with the office you use.
My complaint is about a bank or an insurance company. Where do I go?
Complain to the bank or insurer first. If it is not resolved, you can go to Sanadak, the ombudsman set up under the Central Bank of the UAE, after waiting 15 calendar days.
Where do I complain about my mobile or internet provider?
Raise it with the provider first. If you are not satisfied, TDRA offers a free dispute resolution service with telecom providers.
Can I complain about a shop in a free zone?
The federal consumer law also applies in free zones, but the right office depends on who licensed the business. Ask the emirate's consumer office or the Ministry which body handles that licence.
Does Dubai Consumer Rights handle property complaints?
No. Its complaint page lists real estate, telecommunications, banking and cybercrime as outside its scope. Dubai rent disputes go to the Rental Disputes Center; see security deposit not returned in Dubai.
Official sources
- UAE Government portal (u.ae) — Consumer protection
- Ministry of Economy & Tourism — Resolve consumer complaints
- Consumer Rights Dubai (DET) — Consumer complaints
- Abu Dhabi Department of Economic Development — Consumer protection
- Sanadak — Complaint eligibility
- TAMM — Request of consumer protection (Abu Dhabi)
- Dubai Land Department — Complaint against a real estate company
General information, not legal advice. CaseDaleel is not a law firm.