If a Dubai shop, salon, car dealer or online seller will not fix a faulty product, refuses a promised refund or misleads you, you can complain free through Dubai Economy and Tourism’s Consumer Protection service — online at consumerrights.ae, in the DubaiNow app, or by calling 600 545 555. File once you have tried the business directly and kept your invoice; most straightforward cases get a response from the trader once the department contacts them.
Quick facts
- Cost: Free to file a consumer complaint in Dubai.
- Time needed: About 10-15 minutes to submit online if your documents are ready; resolution commonly takes a few working days to a few weeks depending on the trader’s response.
- Where it happens: consumerrights.ae, the DubaiNow app, the call centre on 600 545 555, or in person at Dubai Economy and Tourism consumer protection counters.
- Who it covers: Businesses licensed in Dubai. Complaints about businesses in other emirates go to that emirate’s economic department.
Step-by-step: filing your complaint
- Try the business first — and keep proof. Give the trader a clear chance to fix things: visit or email, state what went wrong and what you want (repair, replacement or refund), and keep screenshots, emails and names. Consumer Protection will ask what the business said, and a paper trail makes your case much stronger.
- Gather your documents. You will need your Emirates ID or passport details, the invoice or receipt, the contract or warranty card if there is one, photos of the defect, and any chat or email thread. For car and electronics complaints, the job card or service report matters — photograph everything before you hand the item back.
- Choose your channel. The fastest route for most residents is consumerrights.ae or DubaiNow: select Consumer Protection, then file a consumer complaint. If your case is complex or you prefer talking it through, call 600 545 555 and an agent can log it with you.
- Describe the facts plainly. Write what you bought, when, for how much, what went wrong, and what resolution you are asking for. Stick to dates and amounts. Avoid long emotional accounts — a clear one-page timeline is what the case officer will share with the trader.
- Submit and save your reference number. You will receive a complaint reference by SMS or email. Save it — you need it for every follow-up call, and the trader will usually quote it when they contact you.
- Respond promptly when contacted. An officer may call to clarify details, and the business will often offer a settlement at this stage. If you accept an offer, get it in writing with a date. If you reject it, say why calmly and let the department continue its process.
- Attend any scheduled session. Some disputes are resolved through a call or meeting between you, the trader and the department. Bring your originals. Decisions are based on the UAE Consumer Protection Law and the documents both sides provide.
- Escalate if the outcome is unfair. If you believe the law was not applied, ask the department about your options to escalate, including the courts or, for small claims, the relevant judicial route. For banking, insurance, health and telecom complaints, use the sector regulator instead — see the section below.
Know which authority handles your complaint
Dubai Economy Consumer Protection handles most retail, e-commerce, car sales and services complaints against Dubai-licensed traders. Other problems have their own doors, and filing in the right place saves weeks: telecoms (e& and du billing) go to the TDRA after the provider; banks and insurers go to the UAE Central Bank’s consumer protection channel after the institution; clinics and hospitals go to the Dubai Health Authority (DHA); landlord and tenancy disputes go to the Rental Dispute Centre at Dubai Land Department; and tourism complaints about hotels can also be raised through Dubai Economy and Tourism or Dubai Police’s tourist channels.
If you paid by credit card and the trader has gone silent or closed, also ask your bank about a chargeback in parallel — it has its own deadlines, so do not wait for the complaint outcome first.
Your basic rights worth quoting
Under the UAE’s federal Consumer Protection Law, you are entitled to a product that matches its description, clear prices displayed inclusive of what you will actually pay, a proper invoice, and a remedy — repair, replacement or refund — when a product has a defect that was not caused by misuse. Warranty terms in the UAE for items such as vehicles and electronics have specific rules, so check your warranty card before accepting a trader’s claim that “nothing is covered.” You do not need to quote article numbers; simply stating the outcome you want and showing your invoice is enough for the department to act.
Common mistakes to avoid
Complaining without an invoice. Cash purchases with no receipt are the hardest cases. Always insist on an invoice in Dubai, especially for gold, electronics, car repairs and furniture — it is your strongest evidence.
Accepting a verbal promise and closing the case. Keep the complaint open until the refund reaches your account or the repaired item is back in your hands and tested.
Posting an angry review instead of filing. A review warns others but does not trigger an official process — and defamation rules in the UAE are strict. State facts only in public posts, and let Consumer Protection handle the remedy.
FAQ
How long does a Dubai consumer complaint take?
Simple cases where the trader cooperates are often settled within a few working days of the department contacting them. Contested cases with inspections or meetings can take several weeks. Use your reference number to follow up on 600 545 555.
Can I complain about an online seller outside Dubai?
If the seller is licensed in another emirate, file with that emirate’s economic department; for overseas sellers, your practical routes are your bank’s chargeback and the platform’s buyer protection. Dubai Consumer Protection covers Dubai-licensed businesses.
Do I need an Emirates ID to file?
Residents normally file with their Emirates ID details; visitors can file with passport details for purchases made in Dubai. Keep your invoice either way — the purchase record matters more than your ID type.
