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 institution, or insurance company

Try to resolve your complaint directly with the concerned company. You must wait at least 15 days for them to resolve the complaint.

Step 3: Choose submission method

If you are going ahead with lodging a complaint with Sanadak, select the most convenient way to do so. You can complain through the following ways:

  • Online via the Sanadak app or website (learn how to do so below).
  • In-person at the Sanadak Unit – Emirates Institute of Finance Building, in Sultan Bin Zayed The First Street, Abu Dhabi.
  • Via a phone call to 800-SANADAK (800-7262325).

Sanadak advises the latter two options for people of determination and the elderly.

Complaints may be submitted up to three years from the date of the conduct that generated the complaint or up to two years from the date the consumer became aware of the conduct, whichever is longer. Some exceptions to this may be considered based on the circumstances.

Step 4: Provide complaint details

Share information about your complaint, including relevant documentation and a clear description of the issue and any steps taken to resolve it.

Step 5: Await Sanadak’s response

Wait for Sanadak to review and respond to your complaint.

How to file a complaint with Sanadak online

Follow these steps to lodge a complaint with Sanadak via its website or app:

  • Visit Sanadak’s website – sanadak.gov.ae – or download the Sanadak – UAE app via the Google Play Store or Apple App Store. Sign in with your UAE PASS.
  • Click on the ‘Submit a Complaint’ button on the top-right of homepage or main screen.
  • Check off answers to the eligibility questions provided, including whether you are filing as an individual or an SME owner, and whether you have filed a complaint previously on the same issue.
  • If you are eligible, the platform will ask you whether you are filing a complaint against a financial institution or an insurance company. Select the option that suits your case.
  • Next, fill out the application information with personal details and details about the dispute.
  • Upload supporting evidence, such as copies of your initial complaint, any correspondence, account statements and policy documents.
  • Submit the complaint.

You can track your complaint via the Sanadak dashboard, as you wait for a response. The processing time is up to 15 working days.