UAE Sanadak Guide Details Banking and Insurance Dispute Resolution for SMEs

According to Emirates 24|7, the UAE's financial ombudsman unit Sanadak offers an impartial dispute resolution mechanism for consumers and small- or medium-business enterprises (SMEs) facing unresolved issues with licensed financial institutions and insurance companies. Established in 2023 under the supervision of the Central Bank of the UAE, Sanadak operates as the first financial ombudsman unit in the Middle East and North Africa (MENA) region.

Sanadak's mandate covers financial disputes relating to bank accounts, credit cards, personal loans, car loans, mortgages, and virtual currencies, alongside insurance claims covering health, vehicles, and property. Under its eligibility rules, complainants must first attempt direct resolution with the financial firm and wait at least 15 calendar days before escalating to Sanadak; claims submitted without prior formal complaints or before the 15-day period elapses are subject to rejection.

Complaints can be lodged through the sanadak.gov.ae portal or the mobile application using UAE PASS, as well as via the toll-free number 800-SANADAK, which is recommended for the elderly and people of determination. Cases must generally be submitted within three years from the date of the disputed conduct or up to two years from when the consumer became aware of it, whichever is longer.

Filing an initial complaint with Sanadak is free of charge. Once a decision is issued, complainants have three working days to review the outcome, after which uncontested cases automatically close. Dissatisfied parties may appeal to the Insurance Dispute Resolution Committee (IDRC) via Sanadak's platform for a Dh500 fee, which is refunded if the final appeal decision is in the appellant's favour.