What is Sanadak?

Sanadak is the first Ombudsman Unit in the Middle East and North Africa (MENA) region, created under the supervision of the Central Bank of the UAE. Sanadak aims to resolve financial and Takaful-related complaints through transparent, impartial, and timely processes, seeking to safeguard trust and confidence in the UAE's financial field.

When to escalate to Sanadak?

Attempt resolution with the Bank: You should start by submitting a complaint with Mashreq and wait till you receive a final formal resolution or confirmation on your complaint closure. In case you have not received the formal final closure or are not satisfied with the final resolution, you may refer your complaint to Sanadak through their website – www.Sanadak.gov.ae

When not to escalate to Sanadak?

Sanadak may reject complaints related to a Bank in the following scenarios:
If you did not raise an official complaint with the related Bank before raising the complaint with Sanadak.
If you did not wait till you receive a final formal resolution or closure of your complaint, whichever earlier.
Complaint is being dealt with by a court of law.
Complaint is outside the Central Bank's regulatory mandate.
Complaint materially relates to a Bank’s risk management, internal pricing policy, or anti-money laundering policies and practices.
Complaint has already been settled between the complainant and the Bank.

How do I know if I am eligible to complain to Sanadak?

How to submit a complaint to Sanadak ?

You can submit your complaint through the below channels:

What is the complaint process to Sanadak?

You must register a Complaint with your Bank.
If you have not received a formal final closure or are not satisfied with the final resolution from Mashreq, you may submit your complaint to Sanadak.
You may submit complain to Sanadak online via the Sanadak website or mobile application, through the Sanadak call center*, or in person. You must meet the complaint eligibility criteria as defined on the Sanadak Website and provide all requested information and documentation.
Sanadak team will review your file to verify if it complies with Sanadak’ s requirements.
Sanadak will approach Mashreq to verify the details of your complaint. Once validated, Mashreq will submit your complaint details and resolution with Sanadak, that aligns with the CBUAE’s regulations.
Once the complaint is investigated by Sanadak, you will receive a written response or the final decision regarding your complaint via the portal as well as through SMS and email notifications.
* For people of determination and elderly complainants only

What if I am not satisfied with the complaint resolution by Sanadak?

If you are unhappy with the decision, you may appeal the decision to Sanadak Appeals Committee.​
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Get in touch

Mashreqbank Global Headquarter
Umniyati Street (off Al Asayel Street) Burj Khalifa Community PO Box 1250 Dubai – UAE
Business Hours
Monday to Friday 08.30am to 05.30pm