How to Raise a Complaint Against a Bank or Insurance Company in the UAE

The steps, in order

1. 1

   Complain to the institution first

   Before anything else, raise an official complaint directly with the bank, financing company (LFI) or insurance company involved. Sanadak may reject complaints where the consumer never raised an official complaint with the related LFI or Insurance Company before coming to Sanadak. Keep proof that you submitted it.

   Documents:Complaint referenceCopy of your submission
2. 2

   Give them the waiting window

   After you raise the complaint with the LFI or the Insurance Company, you must wait 15 calendar days before escalating to Sanadak. Sanadak may reject complaints where the consumer didn't wait that period. Note the date you filed so you can count from it.

   Documents:Dated complaint receipt
3. 3

   Check your case is eligible

   Some matters fall outside this route. Sanadak may reject a complaint that is outside the Central Bank's regulatory mandate, or one that materially relates to an LFI or Insurance Company's risk management, internal pricing policy, or anti-money laundering policies and practices. If your issue is really about pricing strategy or internal risk rules, it likely won't qualify here.

4. 4

   Make sure it isn't a duplicate or already closed

   Sanadak may reject complaints that are identical in nature, and complaints that have already been settled between you and the LFI or Insurance Company. File one clear complaint, and don't re-open a matter you already agreed to close.

5. 5

   Keep it out of the courts

   If your complaint is being dealt with by a court of law, Sanadak may reject it. Choose one path: pursue the matter through Sanadak or through the court, not both at the same time.

6. 6

   Escalate to Sanadak

   Once you've complained to the institution, waited the required period, and confirmed your case is eligible, submit it to Sanadak with your evidence. The exact submission channels and any current fees should be confirmed on the authority's website.

   Documents:Complaint referenceYour evidence and correspondence

Fees and timelines may change — verify with the official source.

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