UAE Sanadak guide 2026: How to file a complaint against your bank or insurance company, and what to expect

Dubai: Are you struggling to resolve an issue with a bank or an insurance company? Perhaps it’s time to contact Sanadak, the first financial ombudsman unit in the Middle East and North Africa (MENA) region. Here’s how Sanadak operates, what to expect, and how to raise a complaint against a financial institution or insurance company in the UAE. What is Sanadak? Established in 2023 under the supervision of the UAE Central Bank, Sanadak helps consumers and small- or medium-business enterprises (SMEs) resolve complaints against licensed financial institutions and insurance companies. The ombudsman unit provides accessible, expert support, and uses a clear, effective and transparent complaints resolution process. What kinds of complaints can I raise with Sanadak? Sanadak can assist with a range of complaints, including the following. Financial complaints related to: Bank accounts Credit cards Personal loans and related services Car loans Mortgages Virtual currencies Insurance complaints related to: Health insurance Vehicle insurance Property insurance Compensation disputes – personal accidents General insurance – against fire, building, etc. Engineering risks Marine shipping structure Marine responsibilities Sea shipping and cargo Life and investment insurance cases How does the complaints process work? Sanadak works to provide timely solutions for finance companies-, bank-, or insurance-related complaints across the UAE by applying a balanced and impartial approach. Here are the steps that are followed: Consumer or SME submits a complaint: The complainant must meet Sanadak’s eligibility criteria, and provide all supporting evidence for their complaint. Licensed financial institution or insurance company is asked to respond: The concerned institution or company receives the complaint and reviews it. They are given five working days within which, they are asked to provide a resolution – as long as the complainant has provided all the required information and documentation. Consumer is updated: After the institution or company updates Sanadak about the complaint, the complainant receives a resolution notification via email or SMS. They will be contacted by a Sanadak representative with further details about the decision. Complaint is resolved: Once Sanadak issues a decision, the complainant is given three working days to review the decision. If they have no objection to the resolution, the complaint is automatically closed. Complaint resolution can be appealed: If the complainant is dissatisfied with the resolution, they can appeal to the Insurance Dispute Resolution Committee (IDRC) through Sanadak's system. The complaint must meet the appeal eligibility criteria, and there is a fee involved, which is refundable if the final decision is favourable. What are the eligibility criteria for complaints? Sanadak accept complaints involving: The provision of a service or product, or an offer to provide a service or product, by the financial institution or insurance company. A failure by the institution or insurance company to provide a particular service or product requested by the complainant due to reasons that discriminate based on family or socio-economic status, gender, or being a member of a minority group. An alleged financial loss or harm to a complainant through any deceptive, misleading, fraudulent, or unfair conduct by or on behalf of a financial institution or insurance company. In order to check whether your complaint is eligible, you can complete Sanadak’s eligibility questionnaire at the following link: sanadak.gov.ae/en/make-a-complaint/complaint-eligibility What are the rejection criteria for complaints? Sanadak also has strict policies on complaints it may reject, based on the following criteria: The consumer didn't raise an official complaint with the related institution or insurance company before raising the complaint with Sanadak. The consumer didn't wait 15 calendar days after the complaint had been raised with the institution or insurance company. The consumer submitted complaints that are identical in nature. The consumer complaint is being dealt with by a court of law. The complaint is outside the Central Bank's regulatory mandate. The complaint materially relates to an institution or insurance company's risk management, internal pricing policy, or anti-money laundering policies and practices. The complaint has already been settled between the complainant and the institution or insurance company. How much does the complaint process cost? Filing an initial complaint with Sanadak is free of charge. However, there is a charge of Dh500 for appealing Sanadak’s decision. The appeals fee will be refunded if the determination of the complaint is in favour of the appellant. How do I file a complaint with Sanadak? Follow these steps to lodge your complaint: Step 1: Identify the complaint Determine the specific nature and category of your complaint. Step 2: Attempt resolution with the bank, financial inst