About Sanadak Bg
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About Sanadak

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.

Intro With Stats

What We Do

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.

16,016

Complaints logged so far in 2023

94.50

%

Resolved

2,500

+

Insurance complaints resolved

93.56

%

Made against banks

Our Mission

Provide accessible, expert support, and resolve financial and insurance complaints with confidence and integrity.

Our Vision

Establish a financial resolution ecosystem built on trust and fair complaint resolution mechanisms.

Our Commitment

Our Commitment

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.

Sanadak's values

Provide accessible, expert support, and resolve financial and insurance complaints with confidence and integrity.

Empowered

Empowered

We empower consumers with fair complaint resolution mechanisms.

Efficient

Efficient

We are dedicated to achieving prompt and efficient resolutions of complaints.

Accessible

Accessible

We ensure universal accessibility to the process, irrespective of individuals' backgrounds, abilities, or circumstances.

Integrity

Integrity

We uphold a strong moral and ethical code in all our decisions when resolving financial and insurance-related complaints.

Chairperson of Sanadak

Fatma AlJabri

Chairperson of Sanadak

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.

Leadership

Jamal Ibrahim Al-Mutawa
Jamal Ibrahim Al-Mutawa Board Member
Jamal Ibrahim Al-Mutawa Board Member

Leveraging over three decades of experience at the Central Bank of the UAE, Mr. Jamal Ibrahim Al-Mutawa, a distinguished board member at Sanadak, provides instrumental strategic direction, oversight, and governance to ensure the organization's success and steadfast commitment to its mission.

During his tenure at CBUAE, Mr. Al-Mutawa spearheaded various committees and departments, notably serving as the Executive Director of the Banking Operations and Payment Systems Department and the Executive Director of Administrative Affairs. His leadership extended to chairing critical committees, including the Central Bank Tenders and Purchasing Committee and the Payment Systems Committee for the GCC Countries. Furthermore, Mr. Al-Mutawa played a pivotal role in shaping the UAE's financial sector by overseeing the establishment of the national strategy for payment systems.

Faiza Alawadhi
Faiza Alawadhi Board Member
Faiza Alawadhi Board Member

As a board member at Sanadak, Ms. Faiza Alawazi contributes her wealth of expertise in the banking and financial sector, guiding strategic decisions and governance to ensure the organization's success.

Currently serving as the Chief of the Consumer Protection Department at the Central Bank of the UAE since January 2019, Ms. Alawazi boasts over 25 years of invaluable experience. Her distinguished career includes pivotal roles such as the Head of Planning & Operations Support at Abu Dhabi National Oil Company and Vice President for Service Quality Administration and Corporate Communication at Amlak Finance. Ms. Alawazi holds a Bachelor's Degree in Business Administration from Ajman University for Science and Technology.

Saeed Hussein Al-Khoori
Saeed Hussein Al-Khoori Board Member
Saeed Hussein Al-Khoori Board Member

Leveraging nearly two decades of comprehensive experience spanning banking and government, Mr. Saeed Al Khoori serves as a board member at Sanadak, strategically shaping its foundation and propelling its success.

Concurrently, Mr. Al Khoori is the Head of Financial Center Development at Abu Dhabi Global Market (ADGM) for over six years now. His leadership spans various senior roles across National Bank of Abu Dhabi departments, steering critical segments, laying the groundwork for strategies, and ensuring operational growth. Notably, his banking expertise includes a significant achievement at the National Bank of Abu Dhabi, where he played a key role in developing the Elite Banking department.

Ismail Ahmed Darwish Al-Bloushi
Ismail Ahmed Darwish Al-Bloushi Board Member
Ismail Ahmed Darwish Al-Bloushi Board Member
Ibraheem Al-Sayed Al-Hashemi
Ibraheem Al-Sayed Al-Hashemi Board Member
Ibraheem Al-Sayed Al-Hashemi Board Member
HE Khalid Almansoori
HE Khalid Almansoori Board Member
HE Khalid Almansoori Board Member
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Governance

Governance

Financial Inclusion

Financial Inclusion

We ensure inclusivity in our complaints resolution process with special provisions for vulnerable groups and People of Determination.

News and Reports

Launch of 'Sanadak' - The first Financial & Insurance Ombudsman in the UAE
07 March 2023
News Article

Launch of 'Sanadak' - The first Financial & Insurance Ombudsman in the UAE

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.

Read Article
UAE consumers can soon take up insurance complaints with Central Bank's Ombudsman unit
15 November 2022
News Article

UAE consumers can soon take up insurance complaints with Central Bank's Ombudsman unit

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.

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CBUAE highlights new initiatives during the Insurance Sector CEO Forum
14 November 2022
Reports

CBUAE highlights new initiatives during the Insurance Sector CEO Forum

His Excellency Khaled Mohamed Balama, Governor of the Central Bank of the UAE (CBUAE), chaired the Insurance Sector CEO Forum on 14 November 2022 in Abu Dhabi.

Read Report