If you run into a problem with a bank or an insurance company in the UAE — a rejected claim, an unauthorized deduction from your account, a compensation figure you believe is unfair, or a delay in settling what you are owed — you do not have to rush straight to court. The Central Bank of the UAE established an independent unit named “Sanadak” to settle banking and insurance disputes between consumers and licensed financial institutions and insurance companies, free of charge and with full neutrality. The practical rule is simple: complain first to the institution itself, and if you do not receive a satisfactory response within the prescribed period, you have the right to escalate the matter to “Sanadak”, which reviews your complaint and issues a decision requiring the institution to put things right once your entitlement is established. In this guide we explain in detail what “Sanadak” is, who may approach it, which complaints are accepted, how to file your complaint step by step, the time limits, and how to appeal the decision if you are not satisfied with it.

What Is the “Sanadak” Ombudsman Unit and How Do You File a Complaint Against a Bank or Insurance Company in the UAE?

1. What Is the “Sanadak” Unit and What Is Its Legal Basis?

“Sanadak” is an independent unit with its own legal personality, established by the Central Bank of the UAE to receive, handle and resolve consumer complaints against licensed financial institutions and insurance companies. The unit operates under the principles of fairness, equity, neutrality, legality and integrity. It began its operations on 7 March 2024 and took over the functions previously assigned to the Consumer Protection Department and the Insurance Dispute Resolution Committee within the Central Bank. It is the first unit of its kind for the settlement of banking and insurance disputes in the UAE and across the Middle East and North Africa region.

The Regulation establishing the unit was issued under the powers vested in the Central Bank, pursuant to Decretal Federal Law No. (14) of 2018 regarding the Central Bank and Organization of Financial Institutions and Activities and its amendments, and Federal Law No. (6) of 2007 concerning the Organization of Insurance Operations and its amendments. After the Central Bank replaced the Insurance Authority in all its competencies under Decretal Federal Law No. (24) of 2020, the Central Bank became the regulator of insurance operations, and accordingly the mandate of “Sanadak” covers both the banking and insurance sectors.

2. Who May File a Complaint and Which Complaints Are Accepted?

The Regulation defines the “consumer” entitled to approach “Sanadak” as any natural person, sole proprietor, project, or small to medium-sized enterprise that obtains, or is expected to obtain, services or products from a licensed financial institution or an insurance company. The term “complainant” includes the consumer himself, the actual or potential beneficiary, and any person acting legally on his behalf, such as a legal representative or guardian.

“Sanadak” accepts complaints relating to the conduct of a licensed financial institution or an insurance company in the following cases:

In practice, common examples of such complaints include: an insurance company refusing to settle a claim covered by the policy; an unfair compensation assessment in vehicle accidents and total-loss cases; unauthorized deductions from a bank account; exceeding the lawful salary-deduction ratio; or failing to honour the terms of an announced promotional offer.

3. When Is a Complaint Rejected or Suspended?

To avoid having your complaint rejected, it is important to know the cases in which the unit may decline to accept the complaint or suspend its review under the Regulation, including:

The unit may also decline to pursue the complaint if the institution or insurance company offers a reasonable amount of compensation for the actual loss or harm suffered by the complainant. The unit’s decision is final with respect to the scope of its jurisdiction and the acceptance of complaints.

4. Conditions to Meet Before Approaching “Sanadak”

Before accepting your complaint, “Sanadak” verifies that you meet the eligibility conditions. According to the unit’s eligibility checker, all of the following conditions must apply to you together:

If these conditions are met, you are eligible to file a complaint against a licensed financial institution or an insurance company. If they are not met, the complaint may not satisfy the current criteria, and it is advisable to review the eligibility standards or seek a legal specialist to assess your position before submitting.

5. How to File a Complaint with “Sanadak” Step by Step

You can file your complaint electronically through the unit’s official website or its mobile application. People of determination and senior citizens and residents may also file or follow up on a complaint through the call centre or by visiting the unit’s premises. The practical pathway for a complaint is as follows:

6. What Are the Time Limits for Filing a Complaint?

The Regulation sets time limits for filing a complaint with “Sanadak”. The complaint must be submitted within whichever of the following two periods expires last:

Nevertheless, the unit may review a complaint received after these periods if it considers it fair to do so, taking into account the manner in which the institution notified the complainant of the right to approach “Sanadak”, the extent of negotiations between the parties to resolve the complaint, and whether the complainant was subject to extraordinary circumstances.

7. The Decision, Its Enforcement, the Appeal, and Fees

After completing its review, “Sanadak” issues its decision in writing, and the decision takes one of three forms: the complaint is upheld, partially upheld, or rejected, with a statement of the grounds and any directions or recommendations.

If the institution fails to comply, “Sanadak” escalates the matter to the Central Bank to take the appropriate enforcement action, as non-compliance by the institution is a regulatory violation that may expose it to supervisory action, sanctions and penalties.

As for fees, filing a complaint with “Sanadak” is entirely free for the consumer, and fees are charged only for an appeal. The Chief Ombudsman also has the power to waive fees for those whose financial circumstances do not allow them to pay, and the unit takes vulnerable groups and people of determination into account in its procedures.

8. Real Examples of “Sanadak” Intervention

Among the cases the unit has handled in favour of the financial consumer:

9. Why Might You Still Need a Lawyer Despite “Sanadak”?

Although “Sanadak” provides a free and independent mechanism, the Regulation expressly states that the unit’s role is to assist the complainant in understanding the procedures “without advocating on his behalf”. In other words, the unit will not build your legal argument for you; it examines, with neutrality, what each party submits. This is precisely where the value of engaging a specialist lawyer appears — one who can:

Awadh Almheiri Law Firm and Legal Consultations provides legal support to consumers and institutions in their banking and insurance disputes, from assessing the legal position, through drafting the complaint and preparing its documents, to the appeal or litigation stage where necessary.

10. Legal References

Frequently Asked Questions