Raising complaints against financial institutions and insurance companies
‘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:
- Consumer didn't raise an official complaint with the related LFI or Insurance Company before raising the complaint with Sanadak.
- Consumer didn't wait 15 calendar days after the complaint had been raised with the LFI or for Insurance Company.
- Complaints that are identical in nature.
- Consumer complaint is being dealt with by a court of law.
- Complaint is outside the Central Bank's regulatory mandate.
- Complaint materially relates to an LFI or Insurance Company's risk management, internal pricing policy, or anti-money laundering policies and practices.
- Complaint has already been settled 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).
Updated on:
06 Mar 2026
