UAE Leads Regional Financial Consumer Protection
Sanadak dispute resolution has become a benchmark for financial consumer protection in the Arab region. Abu Dhabi recently hosted 50 senior financial leaders from 20 Arab countries at the headquarters of Sanadak, the UAE’s Ombudsman Unit. The delegation explored Sanadak dispute resolution systems, learning how this independent entity efficiently handles financial complaints while upholding transparency, fairness, and consumer trust.
The delegates explored Sanadak’s advanced operational model for dispute resolution, which adheres to international best practices. The unit’s experience demonstrates how sophisticated dispute-resolution systems can empower consumers, enhance trust, and drive financial inclusion across the region.
Strengthening Regional Cooperation
The visit was part of the MENA Leaders’ Summit on Financial Inclusion 2025, hosted in Abu Dhabi by the Central Bank of the UAE. This initiative reflects the UAE’s commitment to building a strong financial ecosystem where consumer protection serves as a cornerstone. Sanadak has emerged as a benchmark for integrity, transparency, and fairness in resolving financial disputes.
Faiza Al Awadhi, CEO and Managing Director of Sanadak, emphasized the significance of the visit: “This engagement marks an important step in strengthening regional cooperation and sharing expertise across the Arab world. Such collaborations are vital for building robust systems that protect financial consumers and foster a sustainable financial ecosystem in our region.”
Advancing Consumer Empowerment and Financial Inclusion
Delegates were briefed on Sanadak’s innovative approach to dispute resolution and its impact on empowering consumers. The unit’s framework ensures that financial complaints are handled efficiently and fairly, which directly contributes to financial inclusion and improves overall quality of life for consumers.
Presentations highlighted Sanadak’s key operational policies, digital platforms, and streamlined processes designed to accelerate complaint handling and enhance customer satisfaction. By leveraging technology, Sanadak reinforces public confidence in financial institutions while supporting growth in banking, insurance, and other financial sectors in the Arab region.
A Model for Trust and Transparency
Sanadak’s experience has drawn praise from financial leaders across the Arab world. Delegates acknowledged the unit’s critical role in protecting consumer rights and strengthening stakeholder trust. They specifically highlighted the importance of data-driven approaches and governance-focused practices that ensure transparency and accountability.
Sherif Lokman, Sub-Governor of the Central Bank of Egypt for Financial Inclusion and Sustainability, noted: “Sanadak’s experience is a model the Arab region can benefit from. Its advanced mechanisms balance consumer rights with financial institutions’ interests, ultimately enhancing trust in the financial system.”
Amr Ahmad, Head of Financial Inclusion at the Central Bank of Jordan, added: “Sanadak’s pioneering framework reflects the UAE’s commitment to fairness and transparency. It serves as an important reference for Arab countries seeking to develop effective dispute-resolution systems.”
Embracing Innovation for Efficient Service Delivery
The visit concluded with an introduction to Sanadak’s digital platforms and operating systems. These tools are designed to efficiently receive and process complaints, offering digital services that simplify procedures and improve service quality for consumers.
Sanadak’s use of technology not only accelerates resolution timelines but also strengthens accountability and public confidence. Its innovative systems ensure that complaints are addressed fairly and transparently, promoting trust in the financial ecosystem.
About Sanadak – UAE’s Ombudsman Unit
Established in 2023 by the Central Bank of the UAE, Sanadak is a legally independent unit and the first initiative of its kind in the Middle East and North Africa. The unit focuses on resolving financial and insurance complaints between consumers, financial institutions, and licensed insurance companies through an impartial and independent process.
By enhancing consumer trust in the financial system, Sanadak supports the UAE’s ambition to position itself as a leading global financial centre. Its work strengthens transparency, fairness, and accountability, setting a new standard for financial consumer protection across the region.
Sanadak’s approach demonstrates that well-designed dispute-resolution systems not only protect consumers but also foster sustainable growth, financial inclusion, and innovation within the financial sector. Its success provides a replicable model for Arab countries aiming to strengthen trust and efficiency in financial services.
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