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Complaint Eligibility

We handle each complaint received with expertise and fairness.

Criteria for eligibility and rejection

This straightforward guidance details our criteria for accepting complaints and the reasons for potential rejection. Criteria for making a complaint against a Licensed Financial Institution (LFI) or Insurance Company.

Eligibility Criteria

Sanadak may accept complaints related to the conduct of a Licensed Financial Institution (LFI) or Insurance Company involving:

The provision of a service or product or an offer to provide a service or product by the LFI or Insurance Company.
A failure by the LFI or Insurance Company to provide a particular service or product requested by the complainant due to reasons that discriminate based on family or socio-economic status, gender, or being a member of a minority group.
An alleged financial loss or harm to a complainant through any deceptive, misleading, fraudulent, or unfair conduct by or on behalf of an LFI or Insurance Company.

Rejection criteria

Sanadak may reject complaints related to a Licensed Financial Institution (LFIsu) or Insurance Company in the following scenarios:

Consumer didn't raise an official complaint with the related LFI or Insurance Company before raising the complaint with Sanadak.
Consumer didn't wait 30 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.

Identify complaint eligibility

Answer the questions below to help identify your complaint eligibility.

Question 1 of 5

1. Are you submitting the complaint as a natural person, sole proprietor or small to medium sized enterprise?

2. Is your financial or insurance complaint currently being handled by a court?

3. Have you previously submited one or more complaints on the same issue?

4. Did you submit an official complaint with your LFI/Insurance Company?

5. Have 30 calendar days elapsed after the date you submitted the complaint and either; no written response was sent to you, or you received a response but you are not satisfied with it?

What to expect

Upon receiving your complaint, we will acknowledge it and accordingly initiate a review, with a written notice outlining the complaint and review details. You may be asked to provide additional information and submit your views.

After the review, we will determine whether the complaint is upheld, partially upheld, or rejected and inform all parties in writing. If upheld, corrective actions may be directed to the concerned institution.

We ensure transparency and regular updates throughout the process.

Expected steps after complaint submission