Consumer Protection Policy

We at GCC Exchange Group are strongly committed to provide our customers a consistent and comfortable experience, when you get in touch with us. At GCC Exchange, we continuously work towards providing the experience and service levels that matches the quality of our products and meets the expectations of our customers.

We have developed this Consumer protection policy (“Charter”) to indicate what customers can expect in their dealings with us. Through this Consumer protection policy, we aim to share our passion and commitment to provide consistent and comfortable customer experience and also sets out how we propose to meet our obligations.

We are committed to take timely action to the feedback received and ensure continuous improvement. Please help us by providing your valuable opinion, inputs on the charter by reaching us at www.gccexchange.com or call: 600 522 049 or email us at info@gccexchange.com | customercare@gccexchange.com

Our Customer Service Assurance

We aim to provide efficient and effective customer service at all times. The table mentioned hereinbelow 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.

Service Principles	Measures of Effectiveness
Service Principles	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	Ensure proper management of telephone calls and divert queued calls to our call centers for resolution within 5minutes.	Ensure that our counters are well managed, and we will have adequate number of resources in person to serve the customers.	Ensure that these channels are managed well, and proper process followed for responding to customers of each of the channels.
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 we are contactable through e-mail, website, during the business hours. The queries posted after office hours are responded in the first business hour of the following day.
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 staff is well trained on our products and services so that they can suggest the best solution based on the customer needs.	Ensure that the staff 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/payroll solutions/bill payments.	Ensure that the staff is 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 else including friends or family.	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.

Parameters	Offline	Online
Daily exchange rates	Visit any GCC Exchange Branch	www.gccexchange.com
Our Service charges	Visit any GCC Exchange Branch	www.gccexchange.com
Products & Services	Visit any GCC Exchange Branch	www.gccexchange.com
FAQs	Visit any GCC Exchange Branch	www.gccexchange.com
Surveys / Feedback	Happiness Meter Platform in Branch	www.gccexchange.com
Transaction Status	Visit any GCC Exchange Branch	Call 600522049

Customer Rights

1) Right to Fair Treatment

In pursuance to the Right to Fair Treatment, GCC 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.

While GCC Exchange shall endeavor to provide its customers with hassle free and fair treatment, customers are expected to behave courteously and honestly in their dealings with the GCC Exchange.

2) Right to Transparency, Fair and Honest Dealing

In pursuance to the Right to Transparency, Fair and Honest Dealing, GCC Exchange will;

Ensure that we deal with the customer rest on ethical principles of equity, integrity and transparency.
Ensure that all terms and conditions are fair and set out the respective rights, liabilities and obligations clearly in plain and simple language.
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.
Communicate unambiguously the information about:

Relocation of our office/branch
Changes in working hours
Change in telephone numbers
Closure of any office or branch

Ensure that all marketing and promotional material is clear and not misleading.
If any offer is for a limited period, then the time period will be clearly mentioned.
Not threaten the customer with physical harm, exert influence or engage in behavior that would reasonably be construed as unwarranted harassment. We will ensure adherence only to the normal appropriate business practices.

3) Right to Privacy/ Data Protection

In pursuance to the Right to Privacy, GG Exchange will;

Treat customer’s personal information as private and confidential (even when the customer is no longer transacting with us) and NOT disclose such information to any other individual /institutions, including subsidiaries /associates, tie-up institutions etc. for any purpose, unless;

The customer has authorized such disclosure explicitly in writing
Disclosure is compelled by law / regulation

4) Right to Grievance Redressal

In pursuance to the Grievance Redressal, GCC Exchange will;

Deal sympathetically and expeditiously deal with all the errors and mistakes
Correct mistakes promptly wherever required.
Place in public domain (website) the Customer Grievance Redressal mechanism.
Email ids and contact numbers for customer redressal will be displayed in the website. The time limit for resolution of complaints will be displayed.
Acknowledge all formal complaints (including complaints lodged through electronic means) within 5 working days and work to resolve it within a reasonable period, not exceeding 10 days. The 10-day period will be reckoned after all the necessary information sought from the customer is received.
In case of credit to a wrong account no: due to customer provides wrong account/beneficiary information, time taken for resolution will be unreckoned as the refund process includes Authorization letter from the wrongly credited beneficiary which will be time consuming and purely depends upon the wrongly credited beneficiary.
Ensure the customer is refunded without delay (once refund received from the correspondent) after deducting charges in case of customer mistake and full amount if its internal/technical error.

Terms and Conditions

Terms & Conditions

1) Transaction Verification

Customers must count their money and collect their transaction receipt before leaving the cashier's counter. GCC Exchange and its employees shall not be held liable for any claims, shortages, or disputes raised thereafter.

2) Confirmation of Transaction Details

By signing the transaction receipt or authorizing a transaction electronically, the customer confirms that all transaction details provided are correct, lawful, and in compliance with UAE and applicable international regulations. The customer bears full responsibility for any consequences, delays, or charges arising from incorrect, incomplete, or fraudulent information.

3) Waiver of Cooling-Off Period

By proceeding with a transaction, the customer expressly waives any applicable statutory cooling-off period and consents to the immediate and irreversible processing of their transaction.

4) Request for Additional Documentation

GCC Exchange reserves the right to request additional identification, documentation, or information at any time, in compliance with the Central Bank of the UAE regulations, international regulatory requirements, and/or the policies of beneficiary banks and financial institutions. Failure to provide requested documents may result in transaction delay, cancellation, or reporting to authorities

5) Use of Intermediary Institutions

Transactions may be routed via intermediary, correspondent, or beneficiary banks/financial institutions. GCC Exchange holds no liability for delays, deductions, rejections, or cancellations arising from actions of these intermediaries or regulatory bodies in the UAE or destination country. Any applicable intermediary or beneficiary bank charges will be deducted from the principal transaction amount.

6) Third-Party Service Providers

For transactions processed through third-party service providers (e.g., Western Union, Ria, Instant Cash), the customer agrees to be bound by the terms and conditions of the respective provider, which are available on their official websites.

7) Promotional & Transactional Communications

The customer consents to receive promotional, transactional, and service-related messages via SMS, email, or other communication channels from GCC Exchange or its authorized service partners. Customers may opt out by contacting Customer Care at 600 522 049.

8) Amendments, Cancellations & Refunds

Transaction amendments, cancellations, or refunds requested by the customer are processed on a best-effort basis and subject to applicable charges and prevailing exchange rates.
Refunds will be made in UAE Dirhams (AED) at either the original transaction rate or GCC Exchange's prevailing buying rate on the refund date, whichever is lower, after deducting applicable transaction charges, intermediary fees, and other expenses.
Cancellation requests will only be entertained if the transaction has not been processed to the beneficiary and funds can be recalled from the intermediary/correspondent bank.

9) Currency Exchange

Currencies once exchanged may only be repurchased or refunded via a new transaction at GCC Exchange's prevailing buying/selling rate at the time of the repurchase.

10) Transaction Complaints

Customers may lodge any transaction-related complaint within 14 days from the date of the transaction. GCC Exchange will issue an acknowledgment within 2 business days and endeavour to resolve the issue within 10 business days.

11) Limitation of Liability

GCC Exchange shall not be liable for delays, non-processing, cancellations, or rejections due to circumstances beyond its control, including but not limited to:

Actions or omissions by correspondent/intermediary banks or service providers
Regulatory restrictions or compliance requirements
Political events, sanctions, or force majeure
Errors or omissions in the transaction information provided by the customer

GCC Exchange's total liability in any event shall not exceed the amount received for the transaction, excluding fees.

12) Customer Indemnity

The customer agrees to indemnify and hold harmless GCC Exchange, its affiliates, and employees against any losses, liabilities, damages, costs, or claims arising out of the customer's breach of these Terms, provision of incorrect or unlawful transaction information, or involvement in illegal transactions including money laundering, terrorist financing, or dealings with sanctioned individuals/entities.

13) Data Privacy & Disclosure

By using GCC Exchange's services, the customer consents to the collection, use, storage, and disclosure of their personal and transaction data:

For processing transactions and regulatory compliance
For record-keeping and audit purposes as per UAE laws
To intermediary banks, correspondent institutions, regulatory bodies, and authorized third parties when required

All personal data will be handled in accordance with UAE Data Protection laws and GCC Exchange's Privacy Policy.

14) Unauthorized Transactions

Any unauthorized or suspicious transaction must be reported within 30 calendar days from the date of transaction awareness. Failure to report within this period releases GCC Exchange from any liability.

15) Governing Law

These Terms & Conditions are governed by and construed in accordance with the laws of the United Arab Emirates and the regulations of the Central Bank of the UAE. Any disputes arising shall be subject to the exclusive jurisdiction of UAE courts.

Disclosures / Warnings

Processing Time : Actual transaction processing times may vary due to additional verification or scrutiny by intermediary banks or regulatory authorities.
Refund & Amendment Charges: Standard service fees and applicable exchange rate differences apply for refunds, amendments, or cancellations.
Correspondent Deductions: Correspondent and beneficiary banks may deduct fees from the transaction amount, which is beyond the control of GCC Exchange.
Transaction Compliance: All transactions must fully comply with UAE laws, international regulations, and must not involve undisclosed third parties, illicit funds, money laundering, or dealings with sanctioned entities.

Customer Care customercare@gccexchange.com
Visit https://www.gccexchange.com/

Disclosure / Warnings

1) Waiver of Cooling-Off Period

By signing the waiver, customers agree to immediate commitment, waiving the 5-business-day cooling-off period, in accordance with CBUAE regulations.

2) Additional Fees

Correspondent banks, financial institutions, or service providers may apply additional fees to the remittance.

3) Customer Responsibility

Penalties or fees may apply if incorrect or incomplete information is provided by the customer.

4) Transaction Time Variance

Completion times may differ from estimates due to additional scrutiny by the correspondent bank, financial institution, or service provider.

5) Additional Charges for Errors

Errors or omissions in remittance information provided by the customer may result in additional significant costs or delays from the receiving institutions.

6) Key Fact Statemen

Customers accept the features, charges, risks, and obligations stated in the Key Fact Statement.

Grievance Redressal Mechanism

We are committed to serve you to your satisfaction and make your experience of patronizing our services an enjoyable one. However, should you feel that our services need improvement and wish to lodge your feedback/complaint, we welcome your valuable suggestions and feedback. Our endeavor shall be to convert your complaint into a compliment. Please follow the escalation matrix as below.

Methodology	Escalation-Level 1	Contact	Responsibility	Response Time	Resolution time
Raise complaint via branch, call or walk-in	Immediate upon a complaint	Branch / Shift In-Charge	Branch In-Charge	Live Support	1-4 days depends on the complexity of the complaint
Methodology	Escalation-Level 2	Contact	Responsibility	Response Time	Resolution time
Via Toll freeno: / Email	On the 5th Day	600522049 customercare@gccexchange.com	Customer Service Officer	Online Support.Response within 1 day	1-2 days
Methodology	Escalation-Level 3	Contact	Responsibility	Response Time	Resolution time
Email	On the 7th day	gm@gccexchange.com, operations@gccexchange.com	Senior Management Team	Online/Call support. Response within same day	1-3 days

Anti-Cartel Policy

Carteling is a hidden arrangement between competing exchange houses to control or fully eradicate the healthy competition between them with the objective to increase commission or profits of the participating exchange houses without any compensating benefits to the customer.

GCC Exchange strictly abide by the policy of not to be a participating exchange house in any such hidden carteling arrangement.

Anti-Discrimination Policy

Discrimination is any non-cooperative action or attitude or behavior directed towards an induvial due to his or her personal characteristics such as age, race, gender, religion ethnicity, physical disability etc.

GCC Exchange abide by the policy of not having any discriminatory practices between its employees and customers. GCC Exchange strictly will not tolerate any kind of discriminatory practice which creates a hostile and unpleasant environment within or outside organization.

GCC Exchange also abide by the policy of giving preference to the people of determination while executing transaction. GCC Exchange has a separate que for people of determination so as to facilitate them with expeditious completion of their transactions.

Consumer Education and Awareness

GCC Exchange is committed to empowering its customers through financial education and awareness initiatives. These efforts ensure consumers can make informed financial decisions, understand associated risks, and protect themselves against financial crimes and fraud.

A) Promoting Financial Literacy

GCC Exchange helps reduce consumers' financial risk exposure by enabling them to make decisions that align with their best interests, supported by improved financial literacy and awareness campaigns.

B) Providing Unbiased Information

Educational materials and transparent product details are shared via the GCC Exchange website and other communication channels, ensuring consumers are informed of any risks before accepting products or services.

C) Building Knowledge and Confidence

The organization empowers consumers by:

Educating them about financial risks
Enabling informed choices
Directing them to reliable sources for advice or assistance
Encouraging proactive actions to improve their financial well-being

D) Collaborative Efforts

In partnership with the Central Bank and other relevant stakeholders, GCC Exchange works to promote financial education through joint initiatives.

E) Informational Tools

Flyers, brochures, acrylic boards, and in-branch displays serve as tools to disseminate essential information about products, services, and fraud prevention strategies.

F) Digital Outreach

SMS services and social media campaigns educate customers on the latest product offerings, service updates, and tips to avoid financial fraud.

G) Regulatory Reporting

GCC Exchange prepares an annual summary report detailing educational initiatives conducted during the past year and outlining proposed activities for the coming year. This report is submitted to the Central Bank or other regulatory bodies by January 31st, or as per specified timelines.

H) Annual Review

All educational initiatives undergo an annual review to evaluate their effectiveness, reach, and impact. Necessary adjustments are made based on feedback and performance metrics.

I) Pilot Testing Initiatives

Before launching new educational initiatives, GCC Exchange conducts pilot tests with a sample audience to ensure content relevance, effectiveness, and suitability for the target group.

J) Dedicated Helpline for Financial Guidance

GCC Exchange has establish a dedicated consumer education helpline number 600522049 to assist customers with queries about financial products, fraud prevention, and general advice.

Your Feedbacks are always acknowledged

We welcome your views and comments as vital in helping us to monitor and improve there levance and quality of our service to the customers.
We will consider all suggestions fully and promptly in our planning for service improvement and, wherever possible, we will respond immediately.
We may occasionally seek your input to random surveys of how the customer perceives our services and what services are needed, including assessments of our performance.
We are committed to doing the very best job we can. We welcome your feedback on our performance. If you have any suggestion, please feel free to visit our website www.gccexchange.com.

Escalations of Complaints

We aim to resolve your concerns within 30 business days through our designated communication channel for complaints. In the rare event that we are unable to meet your expectations, you have the right to escalate the matter to Sanadak for further resolution.

Sanadak - An independent Ombudsman Unit for the resolution of financial complaints

What is Sanadak

Is an independent Ombudsman Unit, created under the supervision of Central Bank of UAE.

Will provide an independent process to resolve complaints between consumers and Financial Institutions that have not reached an amicable settlement through their internal processes.

Acts with impartiality, independence, fairness, and transparency to resolve financial complaints.

Customers' Responsibilities Before Escalating a Complaint to Sanadak.

Contact Details

Sanadak’s office is located on the ground floor of the Emirates Institute of Finance building in Abu Dhabi. Office hours are from 8:30 AM to 3:30 PM, Monday to Thursday, and from 8:30 AM to 11:30 AM on Friday. If you have any enquiries about Sanadak, please contact via e-mail: Info@sanadak.gov.ae and visit their website https://www.sanadak.gov.ae/en to understand more.

A customer should first raise the issue with the institution they are dealing with.

Customers should wait for 30 calendar days for a response.

The complaint should not be a duplicate of another active complaint.

The complaint should not be currently heard in a court of law.

The complaint must be against an institution licensed by the Central Bank of the UAE.

GCC Exchange
Licensed by the Central Bank of the UAE

Money Exchange, Money Transfer Services