Sanadak, the Ombudsman Unit catering to consumers of Licensed Financial Institutions and Insurance Companies, started its operations in March 2024, in line with the United Arab Emirates (UAE) leadership's directive to enhance government services, and in accordance with the regulations set by the Central Bank of the UAE.

Sanadak is the first legally established independent Ombudsman Unit both in the UAE and the MENA region, with a focus on safeguarding consumers rights and resolving complaints that arise from dealings with Financial Institutions and Licensed Insurance Companies. Sanadak will assume all consumer complaint-handling duties previously carried out by the Central Bank of the UAE's Consumer Protection Department and Insurance Dispute Resolution Committee.

The establishment of Sanadak signifies a pivotal moment in enhancing an efficient and effective mechanisms for receiving, processing, and settling consumer complaints transparently and impartially in accordance with applicable laws and international best practices. Sanadak reduces the need to take claims to courts and judicial authorities, thereby bolstering consumer confidence and elevating the protection of financial consumer rights, through collaborative efforts with licensed financial institutions and insurance companies.

Consumers can submit their complaints through Sanadak's website or through the mobile application. People of Determination and the elderly have the additional option to submit their complaint through the Sanadak Contact Centre or in person at the Sanadak office in Abu Dhabi. 

In accordance with the UAE's Emiratisation agenda in empowering national talent, Sanadak will be managed and operated 100% by UAE Nationals. 

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