UAE: Ombudsman Unit starts operations
Source: Middle East Insurance Review | Apr 2024
Sanadak, the Ombudsman Unit catering to customers of financial institutions and licensed insurers, has started operations, in line with the 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, with a focus on safeguarding consumers’ rights and resolving complaints that arise from dealings with financial institutions and licensed insurance companies.
The unit assumes all consumer complaint-handling duties previously carried out by the central bank’s consumer protection department and insurance dispute resolution committee.
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 financial institutions and licensed insurance companies.
Consumers can submit complaints through Sanadak’s website or mobile application.
In accordance with the UAE’s emiratisation agenda of empowering national talent, Sanadak will be managed and operated by UAE nationals.
Sanadak chairperson Fatma Al Jabri said, “The launch of Sanadak demonstrates the UAE’s commitment to strengthening the financial services sector for sustainable growth, in line with international best practice. Sanadak aims to set the pace for the effective resolution of financial and insurance complaints.” M