How to request a loan deferment from a UAE bank - email template included

If money has suddenly gone tight, the worst thing you can do is go quiet and hope the bank does not notice. The best thing you can do is get ahead of it. A short, factual email that explains your situation, confirms you intend to pay, and asks for a specific form of relief is often all it takes to start the conversation. Most UAE banks, including Emirates NBD, ADCB, and Dubai Islamic Bank, have a process for this. Here is how to do it properly.

What a loan deferment actually is

A deferment temporarily pauses or reduces your monthly payments under an agreement with the bank, so it is not recorded as a default. Banks offer it because being paid later is better for them than not being paid at all.

Common forms of relief include:

• Payment holiday — one to a few months with no payment due. Note that interest or profit may still accrue during this period.
• Reduced payments — a smaller monthly amount for a set time.
• Restructuring — extending the loan term to permanently lower the monthly payment.

None of these are automatic. A deferment is granted at the bank's discretion, so how you ask matters.

A calmer read on your position

Before you write anything, it helps to know where you stand. Falling behind on a loan because you genuinely cannot pay is a civil matter in the UAE, not a crime. There is no prison for inability to pay a debt. On top of that, the UAE's consumer protection framework requires banks to support customers facing genuine financial hardship, to communicate respectfully, and in some cases to provide credit counselling. You can read the framework on the Central Bank of the UAE site.

You are not asking for a favour from a position of weakness. You are a customer using a process that exists precisely for moments like this.

If the hardship is a job that has ended, the job-loss guide covers the order to do things in — the insurance claim has a 30-day deadline, and the email to the bank works best before your final settlement is paid.

Who tends to qualify

Banks generally look for:

• A genuine, temporary hardship such as job loss, a medical emergency, or a delayed salary
• A reasonable payment history before things went wrong
• Early contact, before the account falls into serious arrears
• A believable path back to normal payments

The key word is temporary. The bank wants to see that your situation is likely to improve and that this is a bridge, not a permanent problem.

How to make the request

Step 1: Gather your details

Have these ready before you contact anyone:

• Your loan or account number
• Your Emirates ID number
• A one or two sentence explanation of the hardship
• The specific relief you want, for example a three-month payment holiday
• The date you expect to resume normal payments

Step 2: Choose email as your main channel

You have three options, and they are not equal:

1. Email — best, because it creates a written record.
2. Phone — faster, but hard to prove later. Always follow up with an email summarising what was agreed.
3. Branch visit — useful for complicated cases, but still get the outcome in writing.

Step 3: Be specific and honest

A concrete request lands far better than a vague plea. "I am requesting a two-month payment holiday while I look for a new role after redundancy" gives the bank something to say yes to. "I cannot pay right now" does not.

Copy-paste email template

Here is a template you can adapt. Replace everything in brackets with your own details.

Subject: Request for Temporary Payment Relief — Loan Account [LOAN NUMBER]

Dear [Bank Name] Customer Service,

I am writing regarding my personal loan account [LOAN NUMBER] to request
temporary payment relief.

My situation
Due to [brief factual reason, e.g. recent redundancy / a medical emergency
that required time off work / a delay in my salary payments], I am
temporarily unable to meet my regular monthly instalment.

What I am requesting
I would like to request [a payment holiday of X months / a reduced payment
of AED X for X months / restructuring my loan to a longer term to lower the
monthly instalment].

My commitment
I fully intend to meet my obligations. I expect to resume my normal payments
by [date], when [your plan, e.g. I start my new role / my salary normalises /
my treatment is complete].

Supporting documents
I can provide [an employment termination letter / a medical certificate / a
salary certificate] on request.

Please let me know which options are available and what documents you need
from me. I would appreciate your written confirmation of any arrangement,
including how it will be reported to the Al Etihad Credit Bureau.

Thank you for your consideration.

Kind regards,
[Your Full Name]
Emirates ID: [EMIRATES ID NUMBER]
Phone: [PHONE NUMBER]

Where to send it

Use the address on your statement, or the verified hardship-team address for your bank on the bank directory — six banks, each with the date its contact was last checked against the bank's own page.

After you send it

Response times vary by bank and by how busy their team is, so treat any quoted turnaround as a rough guide rather than a promise. If you have not heard back within a week or so, follow up with a call that references the date of your email and your account number. Keep every reply.

How to improve your chances

1. Ask early. Request relief before you miss a payment, not after.
2. Be honest. Banks can and do verify hardship claims.
3. Propose a specific plan. Vague requests get vague answers.
4. Get it in writing. Do not rely on a verbal yes from a call.
5. Keep paying what you can. Even a partial payment signals good faith.

Will it affect your AECB score?

A deferment that is formally agreed and correctly recorded usually should not be reported as a missed payment, so it should not damage your record the way a default would. Do not assume, though. Ask the bank directly and get the answer in writing: "Will this arrangement be reported as a default or missed payment to the Al Etihad Credit Bureau?" Your AECB score runs from 300 to 900, and it is worth protecting.

Deferment or restructuring?

A deferment pauses payments for a while; restructuring rewrites the loan over a longer term so the instalment itself comes down. Ask for a deferment when the problem is a bad quarter, and for restructuring when the instalment stopped fitting your life. The timeline guide shows which one a bank tends to offer at which stage.

If the bank says no

Not every request is approved. If yours is declined:

• Ask why, and what alternatives exist
• Ask specifically about restructuring instead of a short deferment
• Request a formal written response
• Escalate to a supervisor or a different department; authority varies from person to person

If you are stuck, the Central Bank's consumer protection standards also require banks to assist borrowers in genuine difficulty, so it is reasonable to ask about credit counselling support.

A quick honesty note

Every loan and every hardship is different, and the right move depends on your exact contract and circumstances. This is general information, not legal or financial advice. For a decision that seriously affects you, consider speaking to a licensed advisor about your specific case.

Sources, and when we last read them

Every figure in this guide comes from one of the sources below. The date is when we last read the guide against them. Rules and fees change without notice, so if a number matters to a decision, open the primary page before you rely on it.

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When the email needs to be in your language

Hisab drafts this request around your own numbers — in English, Arabic, Hindi or Urdu — and keeps every debt on one screen so you know which one to send it about first. Free, no account, records on your phone.

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