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About Sanadak

An independent complaint resolution authority

Sanadak will be the first financial and insurance ombudsman unit in the Middle East and North Africa (MENA) region. 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.

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The lasting positive impact of “Sanadak” – key customer experiences

Bank Account Breach

The financial consumer, B.H., filed a complaint against a local bank regarding an unauthorized breach of his bank account, noting that he had not received any notifications from the bank on his mobile phone. After the Sanadak team investigated the case and contacted the consumer, it was found that the deduction had been processed through a digital payment service. However, the financial institution failed to provide any evidence proving that the consumer’s mobile device had been linked to the service or that he had authorized its use. Based on this, and in accordance with anti‑fraud regulations and financial consumer protection laws—which place the burden of proof on the institution in electronic transactions—the Sanadak team required the concerned entity to refund the deducted amount, as the transaction was deemed unauthorized.

Promotional Offers on Financial Products and Services

After losing hope of finding a solution to his issue, the financial consumer, B.M., received double the amount that had originally been offered to him—thanks to the efforts of the Sanadak unit, which resolved the matter within 15 days after he had been targeted by a fraudulent individual. Following a thorough investigation, the Sanadak team confirmed that the consumer met all the terms and conditions of the promotional offer and was fully eligible to receive the reward. Accordingly, and in line with financial consumer protection principles and regulatory obligations—which require licensed financial institutions to honor the terms of their advertised promotions and uphold consumers’ rights—Sanadak contacted the licensed financial institution. As a result of Sanadak’s intervention, the institution was required to deposit the reward amount owed to the consumer. Sanadak therefore advises consumers to ensure that all offers originate from official channels of licensed financial institutions, and to avoid sharing any personal or banking information unless they have fully verified the legitimacy of the service provider or financial product.

Exceeding the Permissible Deduction Limit

The financial consumer, H.A., reported that the deductions from his salary had exceeded 60%, as monthly amounts were being withdrawn for a housing loan in addition to other outstanding debts. Seeking a solution, the consumer filed a complaint requesting that the concerned bank be contacted to address his situation, ensure compliance with the legally permitted deduction percentage, resolve the existing arrears, and prevent any additional financial harm. The Sanadak unit initiated an investigation and confirmed that the total deductions from the consumer’s income did indeed exceed the maximum allowable limit of 60%. Accordingly, and in line with the directives issued by the Central Bank of the United Arab Emirates regarding financial consumer protection and the regulation of salary deductions, Sanadak intervened and required the bank to reduce the financial burden to a level consistent with the approved percentage and in compliance with the applicable policies, regulations, and laws in the country.

Effective Intervention Strengthens Consumer Confidence

In one of the cases, the financial consumer, H.R., approached the Sanadak unit after his luxury vehicle—a 2025 Ferrari—was involved in a traffic accident that caused significant damage. Due to the high value of the claim, the consumer initially requested escalation to the Committees Department. At that point, Sanadak shared the unified insurance policy with him and explained his rights and obligations in detail, which led him to withdraw his escalation request and instead seek a resolution directly with the insurance company. Through its efforts to bridge perspectives between both parties, Sanadak helped save time and effort for everyone involved. The unit facilitated an agreement between the insurance company and the consumer, who ultimately accepted the compensation amount offered by the insurer, which covered the vehicle repair costs.

Commitment to Terms and Conditions

During a family trip, the financial consumer, K.Sh., experienced a theft incident that had a significant impact on him. It was later confirmed that his insurance policy covered such events, enabling the Sanadak unit to play a pivotal role in reshaping his overall experience at a time when he was facing difficult financial circumstances. Thanks to the efforts of the Sanadak team in coordinating with the insurance company, the consumer was able to recover the stolen amount in just five days — an achievement that eased a heavy burden on the family and restored their sense of relief and gratitude. The experience left them with a firm belief that consumers are not alone, and that Sanadak is committed to protecting and supporting them with full transparency and fairness.

Claim Settlement Refusal

The consumer’s vehicle, owned by Sh.A., sustained severe damage after being flooded during heavy rainfall. Although he held a comprehensive insurance policy that covers such incidents and natural events, the intervention of Sanadak played a crucial role in restoring the consumer’s rights. The Sanadak team reviewed the insurance policy and objectively assessed the validity of the claim, while maintaining professional communication with the insurance company in accordance with the applicable regulations and laws. Their efforts resulted in securing the consumer’s rightful compensation as stipulated in the unified insurance policy, thereby strengthening his confidence in the financial sector.

Reviewing Insurance Policy Terms and Conditions

The financial consumer, A.J., requested the cancellation of his vehicle’s insurance policy after it was completely written off following an accident that occurred shortly after the policy had come into effect. He approached the Sanadak unit, which intervened by verifying the matter with the insurance company in accordance with the unified insurance policy and its terms and conditions. As a result, the consumer received the appropriate compensation within a short period of time—an outcome that reinforced his confidence in the existence of a system that protects consumers and provides them with fair support at the right moment.

Our complaint submission process

Watch the video to learn about our effective complaint resolution process and communication with Licensed Financial Institutions (LFIs) and Insurance Companies.

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Our services

Fostering consumer confidence with effective complaint resolutions

As an impartial entity, we take an unbiased approach to complaints resolution between consumers and Licensed Financial Institutions and Insurance Companies, ensuring that every voice is heard, and every complaint is addressed.

Submit an Enquiry

Submit an enquiry related to a Licensed Financial Institution or Insurance Company.

Submit a complaint

Submit a complaint related to a Licensed Financial Institution or Insurance Company.

Escalate an appeal

If you are not satisfied with the resolution of your complaint, the decision can be escalated to the appeals committee for a fee.