Sanadak, the UAE financial ombudsman, has cut complaint resolution times from 30 to 15 working days — a 50 per cent improvement that strengthens consumer trust and boosts efficiency across the nation’s financial sector.
The reform comes as the UAE accelerates its drive to make financial services more customer-centric and digitally efficient under the “We the UAE 2031” strategy.
Consumers must first submit their complaint to the relevant licensed financial institution, allowing up to 15 calendar days for a response.
UAE ombudsman
If the issue remains unresolved, it can then be escalated to Sanadak. Cases must not be under court consideration, previously filed with identical details, or outside the unit’s jurisdiction.
Faiza Al Awadhi, CEO and Managing Director of Sanadak, said the shorter resolution time reflects the leadership’s vision to enhance efficiency and deliver faster, high-quality services.
She said: “The directives of our leadership to enhance government services, boost operational efficiency, and advance government services form the foundation of our ongoing efforts to strengthen the positive social and economic impact across the country.
“These principles safeguard consumer rights for individuals and small and medium-sized enterprises, boost public and corporate confidence in the financial system, increase the competitiveness of the national financial sector, and drive the growth and prosperity of economic activity.”
Fair and transparent system
The UAE established Sanadak to protect consumer rights in the banking and insurance sectors and to strengthen public confidence through an independent, transparent, and internationally benchmarked complaints-resolution process.
The faster turnaround reinforces the UAE’s commitment to a fair, trustworthy, and sustainable financial environment.
The initiative will enhance the UAE’s global competitiveness and improve service quality rankings in the financial sector.
Follow us on
