We aim to provide timely and efficient resolutions using the Central Bank regulations, expert insights, and our impartial approach.
The consumer shall fulfil the complaint eligibility criteria defined on the Sanadak website and provide all requested information and documentation. Sanadak will accept or reject the complaint submission and inform the consumer of their decision in writing.
If the complaint is accepted, Sanadak will review and analyse the details of the case and may ask the parties to submit additional documentation or information, as required. Upon completing the review and validating Licensed Financial Institution or Insurance Company response, Sanadak will issue the decision to all parties in writing. A complaint may be partially upheld, upheld, or rejected.
Sanadak will provide a written response to the complainant through the portal, SMS, and email notifications. The complainant can access the portal and check the status of their complaint at any time. The Sanadak team may contact the complainant in case of missing documents or for complaint feedback.
If the consumer accepts the outcome, the case will be closed within five working days. If the consumer or Licensed Financial Institution/Insurance Company is unhappy with the decision, they may appeal the decision to the Appeals Committee or Insurance Dispute Resolution Committee for an initial fee, which is refundable if the conclusion of the appeal is in their favor. If the Committee accepts the appeal, it will undertake a review and analysis and issue its decision, which will be the final decision from Sanadak.
Our expected time frame and key stages for resolving a complaint from submission to conclusion.
Sanadak acknowledges receipt of the complaint.
Within 3 business days
Initial response: Sanadak provides a response to the consumer, Licensed Financial Institutions (LFI), and/or Insurance Company.
Up to 30 calendar days
Withdrawal of complaint: Sanadak shall notify the Licensed Financial Institutions (LFI) or Insurance Company about the withdrawal of the complaint by the complainant.
Up to 5 business days
Additional information required: Licensed Financial Institutions (LFI)/Insurance Company or consumer to provide further details as requested by Sanadak.
Up to 10 business days
Initial submissions: Once the notice of complaint review is given, the Licensed Financial Institutions (LFI)/ Insurance Company will provide an initial submission in writing within a period.
Up to 3 business days
Request for appeal: Either party shall raise an appeal.
30 complete business days from the issue of Determination by the Sanadak
Action on Determination: Inform Sanadak, the Appeals Committee, or the Insurance Dispute Resolution Committee in writing of actions taken to comply with their direction or recommendation.
Up to 14 business days
Sanadak seeks to engage with consumers with the objective of ensuring that all parties are well-informed about the complaint resolution process underpinned by the Central Bank of the UAE regulations.
We are dedicated to equipping consumers with essential resources and knowledge, believing that an informed consumer is an empowered one.
