Sanadak

Sanadak is the UAE's independent ombudsman unit for resolving consumer complaints against banks, finance companies and insurers, established by the Central Bank and launched in 2024. It gives retail customers a free, structured route to challenge unfair charges, mis-sold products, disputed transactions and rejected insurance claims without going to court: the customer first complains to the financial institution, and if unsatisfied with the response, escalates to Sanadak, which investigates and can issue decisions on the dispute. The unit operates digitally with Arabic and English channels. Consumers meet Sanadak after a bank or insurer rejects or ignores a complaint; it is now the standard pre-litigation step in retail banking and insurance disputes. Lawyers weigh a Sanadak complaint against court action when advising on smaller financial claims, where its speed and zero cost are decisive.