Regulations
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Regulations

Our regulations provide a complaint resolution mechanism to the consumers of Licensed Financial Institutions and Insurance Companies.

Regulations

Regulation regarding the establishment of an ombudsman unit for the United Arab Emirates

This regulation sets out the complaint resolution mechanism framework for the establishment and functioning of Sanadak, designed to be consistent with the the International Ombudsman Association Code of ethics and standards of practice.

01. Introduction 02. Objectives 03. Scope of Application 04. Article 1: Definitions 05. Article 2: Establishment of the Sanadak Unit 06. Article 3: Governance and Organizational Structure 07. Article 4: Complaint Resolution 08. Article 5: Oversight and Reporting 09. Article 6: Funding 10. Article 7: Information, Data and Confidentiality 11. Article 8: Complaints against Ombudsman Unit 12. Article 9: Changes to Complaints Resolution Process 13. Article 10: Conflict with Other Regulations 14. Article 11: Enforcement and Sanctions 15. Article 12: Interpretation of this Regulation 16. Article 13: Publication and Effective Date
Governance

Governance

Our governance guideline aims to improve the culture within Licensed Financial Institutions (LFIs) and Insurance Companies that will respect and act in the best interest of consumers via clear complaint resolution standards.

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For LFIs and Insurance Companies

For LFIs and Insurance Companies

Explore how we support Licensed Financial Institutions (LFI) and Insurance Companies in achieving resolutions for financial complaints and internal complaint handling.

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