Have you previously filed one or more complaints on the same issue? This initiative reflects our ongoing commitment to transparency, fairness, and customer satisfaction in the financial services industry. Sanadak will review and resolve complaints in an impartial manner, ensuring fairness to all parties involved. Know more about the eligibility and rejection criteria for complaints raised to Sanadak. ‘Sanadak’ is an independent financial unit, established by the Central Bank of the UAE.

Raising complaints against financial institutions and insurance companies

We uphold a strong moral and ethical code in all our decisions when resolving financial and insurance-related complaints. We empower consumers with fair complaint resolution mechanisms. If you have an unresolved complaint related to financial services or insurance that has not daman game download been satisfactorily addressed by internal procedures, Sanadak offers you a new avenue for resolution. Traditionally, consumers were required to lodge complaints with their respective banks, escalating the issue to the Central Bank if needed. With services rolled out on Thursday, the unit eliminates the need for consumers to take their claims to court and judicial authorities. Watch the video to learn about our effective complaint resolution process and communication with Licensed Financial Institutions (LFIs) and Insurance Companies.

The Ombudsman Unit for the United Arab Emirates

Are you filing the complaint as a natural person, sole proprietor or small to medium sized enterprise? Consumers are advised to contact the Sanadak unit directly or visit their official website. If you have an unresolved complaint, we encourage you to first contact our customer service team.

• Telekom hilft Community
• ‘Sanadak’ is an independent financial unit, established by the Central Bank of the UAE.
• Is your financial or insurance complaint currently being handled by a court?
• Submit a complaint related to a Licensed Financial Institution or Insurance Company.
• Watch the video to learn about our effective complaint resolution process and communication with Licensed Financial Institutions (LFIs) and Insurance Companies.

An independent complaint resolution authority

Sanadak will be the first financial and insurance ombudsman unit in the Middle East and North Africa (MENA) region. Experience fair and timely financial and insurance resolutions at any time. Sanadak marks a crucial shift in consumer complaint handling and reduces the legal burden on individuals by providing a transparent and efficient resolution platform. We are dedicated to achieving prompt and efficient resolutions of complaints.

How to contact Sanadak?

• The eligibility criteria for complaint acceptance include instances of misleading, deceptive, fraudulent or unfair conduct by or on behalf of licensed financial institutions or insurers.
• We are dedicated to achieving prompt and efficient resolutions of complaints.
• Have 15 calendar days elapsed after the date you submitted the complaint and either; no written response was sent to you, or you received a response but you are not satisfied with it?
• Traditionally, consumers were required to lodge complaints with their respective banks, escalating the issue to the Central Bank if needed.

Consumers can now lodge complaints by registering on Sanadak’s website, with specific channels for financial services and licensed insurance companies. Sanadak shall set the benchmark for excellence in consumer complaint resolution through clear, effective, and transparent processes, with the ultimate aim of safeguarding trust in the United Arab Emirates’ financial sector. This step ensures a fair and transparent mechanism for dispute resolution, balancing the interests of consumers and financial institutions. The eligibility criteria for complaint acceptance include instances of misleading, deceptive, fraudulent or unfair conduct by or on behalf of licensed financial institutions or insurers. Sanadak’s role, therefore, extends to overseeing consumer protection, streamlining the complaint resolution process previously handled by the Central Bank’s Consumer Protection Department.

Eligibility Criteria

Submit a complaint related to a Licensed Financial Institution or Insurance Company. We ensure universal accessibility to the process, irrespective of individuals’ backgrounds, abilities, or circumstances. We regret to inform you that your complaint does not meet our current guidelines. After reviewing your submission we’re pleased to confirm you are eligible to raise a complaint with Sanadak. Have 15 calendar days elapsed after the date you submitted the complaint and either; no written response was sent to you, or you received a response but you are not satisfied with it? Did you file an official complaint with your LFI/Insurance Company?

Download our mobile app to submit a complaint and track the resolution.

Telekom hilft Community The impact of cybercrime in the UAE, costing $746 million annually and affecting over 166,000 victims, further signifies the need for robust consumer protection measures. The rise in financial fraud poses a growing concern, with a reported 54% of people in the UAE admitting to being scammed at least once. According to Fatma Al Jabri, Chairwoman of Sanadak, this initiative is a testament to the UAE’s commitment to creating a coherent financial landscape, fostering trust and ensuring stability.

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Have you used our services at our service center or digitally recently?

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Is your financial or insurance complaint currently being handled by a court? Sanadak serves as a neutral and independent entity dedicated to resolving financial and insurance disputes fairly and impartially. If you have a complaint against a financial institution or an insurance company, you can raise it through the ‘Sanadak’ platform.

The inception of Sanadak follows the UAE Central Bank’s efforts in 2021 to establish the country’s first financial consumer protection framework. “Sanadak is the first ombudsman that is independent in the Mena region, setting the benchmark for consumer protection and financial preparedness”, said Fatma Al Jabri. If you are not satisfied with the resolution of your complaint, the decision can be escalated to the appeals committee for a fee. Start the process by submitting a complaint.