SANADAK Information
What is Sanadak?
Sanadak is the first Ombudsman Unit in the Middle East and North Africa (MENA) region, established under the supervision of the Central Bank of the UAE. Its primary goal is to resolve financial and insurance-related complaints through transparent, impartial, and timely methods, thus enhancing trust and confidence in the UAE’s financial sector.
When to Escalate to Sanadak?
Initial Steps with Desert Exchange:
- Primary Attempt: Start by submitting your complaint directly to Desert Exchange. Allow up to 30 calendar days from the date of receipt to obtain a resolution.
- Further Action: If you are dissatisfied with the resolution from Desert Exchange or if your complaint remains unresolved after 30 calendar days, you may escalate your complaint to Sanadak via their website at www.sanadak.gov.ae.
When Not to Escalate to Sanadak?
Sanadak may decline complaints related to Desert Exchange in the following situations:
- Prior Complaint Requirement: You must have submitted a complaint to Desert Exchange before escalating to Sanadak.
- Waiting Period: You must wait 30 calendar days after raising your complaint with Desert Exchange or until your complaint has been officially closed by them, whichever is earlier.
- Legal Proceedings: If the complaint is currently being handled by a court of law.
- Regulatory Mandate: If the complaint falls outside the Central Bank’s regulatory authority.
- Internal Policies: If the complaint substantially involves Desert Exchange’s risk management, internal pricing policies, or anti-money laundering practices.
- Resolution: If the complaint has already been resolved between you and Desert Exchange.
How to Know if You Are Eligible to Complain to Sanadak?
Eligibility criteria are outlined on the Sanadak website. Ensure you meet these criteria before submitting a complaint.
How to Submit a Complaint to Sanadak?
You can submit your complaint through the following channels:
- Website: www.sanadak.gov.ae
- Call Center: 800SANADAK (800 72 623 25)
- Email: info@sanadak.gov.ae
Complaint Process to Sanadak
- Register a Complaint: Initially, submit your complaint to Desert Exchange.
- Escalation: If you are unsatisfied with the resolution or if your complaint remains unresolved after 30 days, you can escalate it to Sanadak.
- Submission Options: Submit your complaint online via the Sanadak website, mobile application, call center, or in person. Ensure you meet the eligibility criteria and provide all required documentation.
- Review and Validation: The Sanadak team will review your complaint and verify details with Desert Exchange.
- Resolution Drafting: Once validated, Desert Exchange has 30 calendar days to propose a resolution in compliance with CBUAE regulations.
- Final Decision: After investigation, you will receive a written response or final decision regarding your complaint through the Sanadak portal, along with SMS and email notifications.
What if You Are Dissatisfied with Sanadak’s Resolution?
If you are dissatisfied with the outcome of your complaint from Sanadak, you can appeal the decision within five working days. Either you or Desert Exchange can appeal the decision to the Appeals Committee.
Desert Exchange
Licensed by the Central Bank of the UAE