We act with impartiality, fairness, and transparency to resolve financial and insurance complaints between consumers or small to medium enterprises (SMEs), and Licenced Financial Institutions (LFIs) and Insurance Companies, with the ultimate aim of safeguarding trust in the UAE's financial sector.
Sanadak is mandated to act with impartiality, fairness, and transparency to resolve complaints between consumers and Licenced Financial Institutions (LFI) and Insurance Companies. Established in 2023, Sanadak will be the first financial Ombudsman Unit in the Middle East and North Africa (MENA) region. Sanadak shall set the benchmark for excellence in consumer complaints resolution through clear, effective and transparent processes, with the ultimate aim of safeguarding trust in the United Arab Emirates’ financial sector.
To advance trust and understanding of the financial and insurance sector, Sanadak is committed to advancing financial inclusion and plays a key role in educating consumers, Licensed Financial Institutions (LFI) and Insurance Companies on their rights, while building knowledge of best practices within Licensed Financial Institutions (LFI) and Insurance Companies. Ultimately, this supports the positioning of the UAE as a thriving global financial hub.
Provide accessible, expert support, and resolve financial and insurance complaints with confidence and integrity.
Establish a financial resolution ecosystem built on trust and fair complaint resolution mechanisms.
At the heart of Sanadak's operations is our commitment to fairness, efficiency, and timely resolution of complaints.
We are dedicated to building consumer awareness, enabling them to address their concerns and complaints related to Licensed Financial Institutions (LFI) and Insurance Companies with assurance and expertise.
Empowered
We empower consumers with fair complaint resolution mechanisms.
Efficient
We are dedicated to achieving prompt and efficient resolutions of complaints.
Accessible
We ensure universal accessibility to the process, irrespective of individuals' backgrounds, abilities, or circumstances.
Integrity
We uphold a strong moral and ethical code in all our decisions when resolving financial and insurance-related complaints.
As the Chairperson of the Board of Sanadak, Ms. Fatma Al Jabri leads Sanadak’s vision to “establish a financial resolution ecosystem built on trust and fair complaint resolution mechanisms” as well as Sanadak’s mission to “provide accessible, expert support and resolve financial and insurance complaints with confidence and integrity.” With a remarkable career spanning over 25 years, Ms. Al Jabri brings a wealth of expertise in banking and risk management, having held key leadership positions in both global and local banks. She is the Assistant Governor at the Central Bank of the UAE for Financial Crime, Market Conduct, and Consumer Protection. She is also a respected member of the National Anti-Money Laundering and Combatting the Financing of Terrorism and Illicit Organizations Committee. Her past role includes Head of the Financial Consumer Protection Department at the Central Bank of the UAE. Ms. Al Jabri holds a Bachelor’s degree in Business Science and an MBA in International Business Law from the Sorbonne University.
We ensure inclusivity in our complaints resolution process with special provisions for vulnerable groups and People of Determination.
The Board of Directors of the financial and insurance ombudsman unit, Sanadak, held a meeting chaired by Her Excellency Fatma Al Jabri, Chairperson of the Board.
Sanadak, the Ombudsman Unit catering to consumers of Financial Institutions and Licensed Insurance Companies, starts its operations today, in line with the United Arab Emirates (UAE) leadership’s directive to enhance government services, and in accordance with the regulations set by the Central Bank of the UAE.
Dubai: Consumers in the UAE could soon have an opportunity to take up complaints on their insurance policies or related matters with a higher authority. The UAE Central Bank is planning an "ombudsman" unit that will take on such complaints and offer possible redressal, according to the UAE Central Bank.