Make it easy for you to give us your feedback, tell us about your complaint or concerns
Give your complaint our full attention
Resolve your complaint without unnecessary delay
Ensure that you are kept informed throughout the process
We are confident that our complaint resolution process is both fair and robust. However, if we have been unable to provide you with a full and satisfactory resolution, you have the right to refer your complaint to Sanadak, the Ombudsman Unit for the United Arab Emirates.
Sanadak provides an independent, impartial, and transparent process to resolve financial and insurance complaints between consumers, Licensed Financial Institutions (LFIs), and Insurance Companies when internal processes fail, offering consumers a fair alternative to the judiciary system and assuming the roles of the Central Bank’s Consumer Happiness Center and the Insurance Dispute Resolution Committee.
Consumers can report their complaints to Sanadak if they have first registered a complaint with their Licensed Financial Institution (LFI) and were unable to reach an amicable settlement. For more information on the complaint process and to submit a complaint, please visit: www.sanadak.gov.ae