Submit a Complaint Related to a Licensed Financial Institution (LFI) or Insurance Company

To submit a complaint, visit our website or mobile app and choose the relevant option - either 'Make a complaint against a Licensed Financial Institution' or 'Make a complaint against an Insurance Company.' Follow the instructions provided to raise your complaint. Ensure you meet the eligibility criteria and include all necessary information and documentation to support your complaint.

We can assist with complaints about various financial and insurance products and services, including bank accounts, credit cards, personal loans and related services, health insurance, car insurance, property insurance, compensation disputes, general insurance, marine shipping, and life & investment insurance cases.

If you are dissatisfied with the decision of your complaint, you can escalate your case to:

• The appeals committee for Licensed Financial Institutions, or
• The Insurance Dispute Resolution Committee

An initial fee is required for this process, which may be refundable if the decision is made in your favor. 

You can track the progress of your complaint through our mobile app and website, both offering real-time updates on your case. The app enables you to stay informed about the status of your complaint at any time and from anywhere. Also, exclusively for people of determination and elderly consumers, we provide the option to track the complaint through our contact center.

Established in 2023 by the Central Bank of the UAE, Sanadak ensures impartial, independent resolution of financial and insurance complaints between consumers, LFI, and Insurance Companies, stepping in when internal processes fail. As the MENA region's first independent financial Ombudsman Unit, Sanadak aims to fortify trust in the UAE's financial sector, fostering global recognition as a thriving financial hub.

Complaints can be submitted against any Licenced Financial Institution or Insurance Company licensed by the Central Bank of the UAE.

Complaints are free to submit for consumers and SMEs. However, a charge for appealing the decision, which is AED 500 per appeal, is applied to the appellant.

Sanadak does not charge for initial complaints. Appeals fees will be refunded if the determination of the complaint is in favor of the appellant.

Complaints may be submitted up to three years from the date of the conduct that generated the complaint or up to two years from the date the consumer became aware of the conduct, whichever is longer. Some exceptions to this may be considered based on the circumstances.

For complaints against Licensed Financial Institutions, complainants can go directly to court. For complaints against Insurance Companies, complainants have to complain to Sanadak first and not to the courts. However, the courts may inform their decisions based on Sanadak’s detailed case investigation.

Yes, more than one complaint can be submitted by consumers/SMEs.

The complainant may withdraw the complaint at any time by giving a formal notice of withdrawal, in writing, to Sanadak. Sanadak shall, within five working days, notify the Licensed Financial Institution or Insurance Company about the withdrawal of the complaint by the complainant.

Yes, if the reason for the rejection is addressed, you can submit the complaint again.