‘Sanadak’ is an independent financial unit, established by the Central Bank of the UAE to resolve consumer complaints against registered financial institutions and insurance companies, free of charge.

Scope of complaints

Consumers and small to medium enterprises (SMEs) may submit complaints involving the following:

• the provision of a service or a product, or an offer to provide a service or a product by the licensed financial institution (LFI) or the insurance company
• failure by the LFI or the insurance company to provide a particular service or product due to discrimination based on family or socio-economic status, gender, or minority group membership 
• an alleged financial loss or harm through any deceptive, misleading, fraudulent, or unfair conduct by or on behalf of an LFI or insurance company.

Meanwhile, Sanadak may reject complaints that display:

• failure of the consumer to lodge an official complaint with the relevant LFI or insurance company before approaching Sanadak
• failure of the consumer to wait for a period of 30 calendar days after lodging the complaint with the LFI or insurance company
• involvement of the complaint in ongoing litigation in a court of law
• that the case falls outside the regulatory mandate of the Central Bank of the UAE
• resolution between the complainant and the LFI or insurance company.

Know more about the eligibility and rejection criteria for complaints raised to Sanadak.

Read more about the launch of Sanadak – (PDF, 216 KB).