Our Commitment 

Edenred is committed to handling all customer complaints in a fair, timely, and transparent manner. If you are dissatisfied with any aspect of our service, you have the right to file a complaint and have it investigated. 

Access to our complaints process is free of charge. 

How to File a Complaint 

The dedicated channel for filing complaints is through the following channels: 

Phone: 600 56 7772 
WhatsApp: +971 58 876 2762 

When submitting your complaint, please provide the following details to help us investigate effectively: 

1. Your full name 
2. Your registered phone number 
3. A clear description of the issue 
4. Any relevant supporting information (e.g. card number, transaction date, reference number, screenshots) 

Our team will assist you in recording your complaint and ensuring it is submitted through the official complaints process. 

Alternative Channels 

You may also submit your complaint via email at: complaints.ae@edenred.com 

Our team will record your complaint and ensure it is formally registered.  

Complaints Handling Process 

Step 1 — Acknowledgement
Once your complaint is registered, you will receive a confirmation with a reference number. 

Step 2 — Investigation
Your complaint will be reviewed thoroughly and fairly. We may contact you if additional information is required. 

Step 3 — Resolution
We aim to resolve all complaints within 5 business days. If additional time is needed, we will inform you of the expected timeline. 

Step 4 — Outcome
You will receive a written response explaining the findings of the investigation and any action taken. 

Internal Escalation 

If you are not satisfied with the resolution provided, you may request that your complaint be escalated for review by a senior member of the team. To do so, respond to your outcome notification or contact us through any of the channels listed above. 

Your Rights 

1. Access to the complaints process is free of charge. 
2. You may file a complaint through any of the channels listed on this page. 
3. You are entitled to receive a copy of this complaints handling procedure upon request. 
4. If you express dissatisfaction verbally (by phone or in person) and the matter cannot be resolved immediately, you will be informed of your right to file a formal written complaint. 
5. All concerns, including those not escalated to a formal complaint, are logged and included in our regular review of complaint trends and root causes. 

Contact Information 

These contact details are displayed on all electronic transaction confirmations issued by Edenred. 

Edenred handles all complaints in accordance with applicable UAE consumer protection regulations. This procedure is reviewed regularly to ensure continued compliance and effectiveness.