Sanadak is the independent ombudsman unit set up by the Central Bank of the UAE for complaints against banks, other licensed financial institutions and insurance companies. You must first complain to the institution and wait for its reply: Sanadak's eligibility page says 15 calendar days, but official sources differ (see below). Filing is free for individuals and small and medium businesses. Either side can appeal a decision within 30 complete business days, and Sanadak lists an appeal fee of AED 500, refunded if the appeal succeeds.
Who this guide is for
- Bank customers with a complaint about an account, credit card, loan, mortgage, transfer or fee.
- Policyholders whose health, motor, property, life or other insurance claim was rejected or underpaid.
- Sole proprietors and small to medium businesses with a complaint about a bank or insurer.
Sanadak handles complaints against institutions licensed by the Central Bank of the UAE (CBUAE). If your provider is licensed in DIFC or ADGM, check with that regulator. For general shop or service complaints, see our consumer complaint guide.
What can Sanadak look at?
Under the Central Bank's Ombudsman Regulation (Article 4.1), Sanadak may accept complaints about:
- how a bank or insurer provided, or offered, a product or service;
- a refusal to provide a product or service for discriminatory reasons, such as family or socio-economic status, gender or being in a minority group;
- a financial loss caused by deceptive, misleading, fraudulent or unfair conduct by or for the institution.
Sanadak's examples include accounts, credit cards, personal and car loans, mortgages and virtual currencies, and health, vehicle, property, marine and life insurance. If a bank will not fix wrong credit data, start with our AECB correction guide.
Sanadak may reject a complaint if:
- you did not first complain to the institution, or did not wait long enough for its reply;
- the same matter is before a court, or has already been settled;
- you have already filed an identical complaint;
- it is outside the Central Bank's mandate;
- it mainly concerns the institution's risk management, internal pricing or anti-money laundering policies.
Time limit. A complaint must be made within three years of the conduct, or two years from when you became aware of it, whichever ends later. Sanadak may accept a late complaint if it considers that fair (Article 4.4).
Do I have to complain to the bank or insurer first?
Yes. Sanadak's eligibility page asks whether you filed an official complaint with the institution and whether 15 calendar days have passed with no written reply, or with a reply you are not happy with.
Conflict. The Ombudsman Regulation (Article 4.1.2) allows rejection where the complainant has not given the institution at least 30 complete business days to reply, "or such other time limit as may be prescribed" by the Central Bank. The Consumer Protection Standards also give banks 30 complete business days to send a final written response (8.1.3.7). Sanadak's eligibility page states 15 calendar days, while its FAQs say 30 calendar days. Check the current waiting period with Sanadak before filing.
Court or Sanadak? Sanadak's FAQs say complaints against banks and other financial institutions can go directly to court, but complaints against insurance companies must go to Sanadak first. A complaint already before a court may be rejected.
Decisions, appeals and timelines
Sanadak decides whether a complaint is upheld, partially upheld or rejected. If upheld, it can direct the institution to put things right, explain or change its practice, or recommend paying a reasonable amount for actual loss (Article 4.10). The institution must comply within the period set and report back within 14 business days after that period. Non-compliance is reported to the Central Bank for enforcement (Article 4.11).
Either party can appeal to the Appeals Committee (banks and financial institutions) or the Insurance Dispute Resolution Committee (insurers) within 30 complete business days of the decision. If no one appeals, the decision becomes final and enforceable (Article 4.8.2). Sanadak says the committee's decision is its final decision.
As of September 2026, Sanadak's FAQs state that complaints are free and appeals cost AED 500 per appeal, refundable if you win. For insurance appeals, Sanadak says it will tell you the fee after you submit the required documents. The Regulation lets the Chief Ombudsman waive fees for complainants with little or no means (Article 4.2.2).
| Stage | Sanadak's published timeline |
|---|---|
| Acknowledgement of your complaint | Within 3 business days |
| Initial response | Up to 15 calendar days |
| Extra information requested | Up to 10 business days to provide it |
| Appeal by either party | 30 complete business days from the decision |
| Institution reports action taken | Up to 14 business days |
Step by step
- Complain to the institution in writing. Use its official complaint channel and keep the reference number.
- Wait for the reply. Banks must acknowledge a complaint within 2 complete business days (Standards 8.1.2.5).
- Check eligibility. Answer the five questions on Sanadak's eligibility page.
- Choose the right portal. Sanadak has separate routes for financial institutions and insurance companies, on its website and app.
- Describe the complaint clearly. State what happened, the dates, the amount and the outcome you want.
- Attach your evidence. Include the institution's reply, or proof that it did not reply.
- Track progress. Use the portal or app, and answer any request for information on time.
- Read the decision carefully. Check any direction and the deadline for the institution to comply.
- Decide on an appeal. Count 30 complete business days from the decision date.
- Report non-compliance. Tell Sanadak if the institution does not act as directed.
Documents checklist
- Emirates ID or passport; trade licence for a business
- Your written complaint to the institution and its reference number
- The institution's reply, or proof of the date you complained
- Contract, policy wording or key facts statement
- Statements, receipts, claim forms and rejection letters
- Emails, SMS messages and call notes with dates
- A short timeline and the amount you are claiming
The evidence checklist builder can help you put these in order.
Common mistakes
- Going to Sanadak first. A complaint that skips the institution may be rejected.
- Filing while a court case is running. Sanadak may reject a matter already before a court.
- Missing the appeal window. After 30 complete business days the decision becomes final.
- Filing duplicates. Identical complaints can be rejected; add new evidence to the existing one.
- Leaving out the institution's reply. Sanadak needs to see why you are dissatisfied with it.
- Waiting years. The three-year and two-year time limits still apply.
When to speak to a licensed lawyer
Many people file with Sanadak on their own. Consider licensed advice if the amount is large, the matter involves a court case, a travel ban or fraud, or you are unsure whether to use Sanadak or the courts. If your issue is an unauthorised payment, see our bank fraud refund guide. The free case check can help you set out the facts first, and CaseDaleel can introduce an independent licensed professional only if you choose.
Frequently asked questions
Is it free to complain to Sanadak?
Yes, Sanadak says complaints are free for consumers and small and medium businesses; only appeals carry a fee, listed as AED 500 per appeal and refundable if you win.
How long must I wait after complaining to my bank?
Sanadak's eligibility page says 15 calendar days and its FAQs 30 calendar days, while the Central Bank regulation refers to 30 complete business days or another period it sets, so confirm with Sanadak.
Can I complain about a rejected insurance claim?
Yes, insurance claims are within Sanadak's scope, and its FAQs say insurance complaints must go to Sanadak before the courts.
Is Sanadak's decision binding?
If no one appeals within 30 complete business days the decision becomes final and enforceable, and an institution that does not comply is reported to the Central Bank.
Can I go to court instead?
For banks and financial institutions, Sanadak says you can go directly to court; for insurers, you must go to Sanadak first.
How do I contact Sanadak?
Sanadak lists 800SANADAK (800 72 623 25) and info@sanadak.gov.ae, and complaints can be filed through its website or app.
Can I withdraw my complaint?
Yes, by written notice at any time; Sanadak then informs the institution within five business days.
Official sources
- Sanadak — Submit a complaint
- Sanadak — Complaint eligibility
- Sanadak — Resolution process
- CBUAE Rulebook — Ombudsman Unit Regulation, Article 4: Complaint Resolution
- CBUAE Rulebook — Consumer Protection Standards, Article 8: Complaint Management
General information, not legal advice. CaseDaleel is not a law firm.