Your Rights When Banks Cause Headaches in the UAE
May 1, 2025
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Dealing with banking problems can be incredibly frustrating, right? Whether it's a mysterious charge on your statement, poor service, or a disagreement over loan terms, these issues can cause real headaches 
[25]
[21]. While banking in the UAE is generally smooth, problems can still pop up 
[9]
[13]. Thankfully, the UAE has robust systems in place, overseen by the Central Bank of the UAE (CBUAE), to protect consumers [9]
[15]. You have rights, like the right to fair treatment and clear information [13][9]. Resolving issues typically involves a two-stage process: first, trying to sort it out directly with your bank, and if that doesn't work, escalating it to the independent financial ombudsman, Sanadak 
[2]
[6]
[10]
[29]
[22]. This guide will walk you through the exact steps to take.
Your Mandatory First Move - Complaining to Your Bank
Okay, listen up, because this part is crucial. Before you even think about approaching an external body like Sanadak, you must complain directly to your bank first [2][6][10][29][22][25]
[11][13][21]. It’s not just a suggestion; it’s a mandatory step required by regulations [9]
[19]. Banks are obliged to have clear and accessible ways for you to raise concerns [9][19]. You can usually start by visiting a branch, calling their helpline, sending an email, using their website form, or even sending a letter by post 
[4]
[5]
[12]
[26].
While a phone call might start the conversation, it's best to follow up with a formal written complaint – think email, letter, or an official online form 
[1][25]
[8][21]. This creates a vital paper trail [1][25]. If you complain verbally and it's not fixed on the spot, the bank should tell you how to file formally, and even help you if needed 
[23][19]. Be sure to include your name, contact details, account info, a clear, chronological description of the problem, copies of any supporting evidence (like statements or receipts), and what you want the bank to do to fix it [1][5][25]
[3]. Always, always get a unique complaint reference number from the bank and keep it safe; you'll need it for tracking [4][25][12][26][21].
The Bank's Internal Review Process
Once you've formally lodged your complaint and have that reference number, what happens next? The bank should acknowledge receiving your complaint, usually within about two working days, often confirming your reference number again [4][19]
[20][12]. Some banks might specify slightly different timelines, like 3 working days 
[17]. After acknowledgement, the bank's internal investigation begins [4][12][26]. Different departments will review your case and the evidence you provided [12]. Importantly, CBUAE rules require banks to have a dedicated Complaint Management function, separate from their regular business operations, to handle this impartially [19].
Communication is key during this phase. The bank should ideally keep you informed about the progress, especially if there are delays [4][12][26]. Some banks, like Standard Chartered, promise to tell you who is handling your case and when to expect the next update [12]. Others, like Commercial Bank International, aim for a quick turnaround, like 5 business days for the whole process [26]. The CBUAE mandates that banks must give you a final written response within 30 business days of receiving your complaint, unless the Central Bank specifies otherwise [19][20]. This final response must clearly state if they accept or reject your complaint (fully or partially), explain the reasons (unless legally restricted), and tell you how to escalate further if you're not satisfied – either internally or externally to Sanadak [20]. If you disagree with their decision or they don't respond within the timeframe, many banks offer an internal escalation route, perhaps to a Customer Experience team or even the CEO's office [4][5][12]. Always use your original reference number when escalating internally [4].
When the Bank Isn't Enough - Introducing Sanadak
So, you've gone through your bank's internal process, maybe even escalated it internally, but you're still not happy with the outcome? Or perhaps the bank simply failed to give you that final response within the required timeframe? This is where Sanadak comes in [2][4][5][6][25][10][12][21][29]. You can escalate externally after you've given the bank a chance and either received an unsatisfactory final response OR waited the full 30 calendar days from when the bank first received your complaint without getting a final answer [2][6][10][29][22]. Note the slight difference: banks have 30 business days to respond internally, but you need to wait 30 calendar days before you can go to Sanadak if they haven't responded [19][20][2][6][10][29][22].
What exactly is Sanadak? Launched in March 2024, 'Sanadak' (meaning 'your support') is the UAE's first independent ombudsman unit specifically for financial and insurance disputes [6][10][11][29]. Its job is to provide a free, fair, and impartial way to resolve complaints against banks, finance companies, exchange houses, and insurance companies licensed by the CBUAE [2][6][10][11][29]
[24]. The goal is to protect consumer rights, boost confidence in the financial sector, and offer an alternative to going to court [6][10][29]. Both individuals (consumers) and SMEs can bring complaints to Sanadak [2][22]
[28]. Common issues handled include problems with accounts, cards, loans, transfers, fees, service quality, unfair practices, or discrimination [2][22].
How to File Your Complaint with Sanadak
Ready to take your complaint to the next level? Before you file with Sanadak, double-check the crucial eligibility points. You absolutely must have complained to your bank or financial institution first [2][6][10][29][22]. And, you must have waited at least 30 complete calendar days from when the institution received your complaint, unless they officially closed your case earlier with a response you weren't happy with [2][6][10][29][22]. Sanadak might reject your case if these aren't met, or if the issue is already in court, outside their scope, already settled, or relates purely to the bank's internal policies like risk management or pricing [2][10][29][22].
Here’s a step-by-step guide to filing:
1.
Gather Your Documents: Get everything together. This means your original complaint to the bank, their final response (if you got one), that all-important bank reference number, dates, records of communication (emails, letters), relevant account statements, contracts, and any other proof you have [25]
[18][21][22].
What Happens After Filing with Sanadak?
Once Sanadak receives your complaint, they'll first review it to make sure it meets the eligibility criteria and includes all necessary information [10][18][29][22]. They will then let you know in writing if your complaint has been accepted for investigation or rejected [18]. If accepted, Sanadak formally contacts the bank or insurance company involved, asking for their side of the story and any relevant documents [10]
[14][18][29]. The institution typically gets around 30 calendar days to propose a resolution that aligns with CBUAE rules [10][29]. Sanadak will then conduct an impartial investigation, looking at the evidence from both sides [6][11][18][24].
After the investigation, Sanadak issues a formal written decision, called a determination, to both you and the institution [6][10][18][29]. This decision will state whether your complaint is upheld, partially upheld, or rejected [6][18]. You'll be notified through various channels like the online portal, SMS, and email [10][18][22]. While timelines can vary, for insurance complaints, the target is often around 20 working days after receiving all documents, though extensions are possible [14]. You can keep tabs on your complaint's status anytime using the Sanadak online portal [18][22].
What if you (or the bank) disagree with Sanadak's decision? There's an appeal process [6][10][18]. You usually need to file an appeal within a specific timeframe after receiving the determination – sources mention both 30 business days and 5 working days, so it's best to verify the exact window directly with Sanadak [6][10][18]. Appeals concerning insurance go to one committee, while bank-related appeals go to another [6][14][18]. There might be a fee to file an appeal (around AED 500, potentially refundable if you win), but check the current details [18][22]. If no one appeals within the deadline, Sanadak's decision becomes final; if an appeal goes through, the appeal committee's decision is the final word [6][18].
Tips for a Faster, Smoother Resolution
Navigating a complaint can feel like a marathon, but a few strategies can help streamline the process, whether you're dealing with the bank or Sanadak. First, act quickly – don't let issues fester, as delays can complicate things [25]
[27]. When you complain, be crystal clear and concise; state the facts logically and chronologically, avoiding overly emotional language [1]. Back up your claim with solid, organized evidence like statements, contracts, receipts, and communication records [3][25]
[16][21].
Clearly state what outcome you're looking for – a refund, a correction, an apology? [3]. Keep meticulous records of everything: copies of letters/emails, notes from calls (date, time, person, summary), and especially those complaint reference numbers [1][25][8][12][26]. Always prioritize formal, written communication channels like email or official portals over phone calls alone [25][8][21]. Be persistent in following up if you don't hear back within expected times, but always remain polite and professional [5][13]. Understand the escalation path: try the bank's internal process first, then escalate to Sanadak if needed [4][5][12][2][6][10][21]. Knowing your consumer rights under CBUAE and Sanadak rules also strengthens your position [25][13][16][21][9]. For very complex cases, consider seeking legal advice, though Sanadak's process is designed to be user-friendly without lawyers 
[7][8][16][6].
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