(MENAFN- The Arabian Post) Arabian Post Staff -Dubai

Abu Dhabi: Financial executives from over 20 Arab countries gathered this week at the newly formed Sanadak unit to examine its dispute-resolution model designed for banks and insurance firms, marking a push by the UAE to raise consumer-protection standards across the region. Sanadak cited engagement with the 50 delegates as an opportunity to showcase how its independent mechanism can serve as a regional benchmark, while participants praised the UAE's pro-consumer frameworks and stressed transparent regulation as vital for financial trust.

Sanadak operates under the oversight of the Central Bank of the UAE and was established to adjudicate complaints between consumers-or small to medium-sized enterprises-and licensed financial institutions or insurance companies. Its core functions include receiving complaints online or via app, verifying that 15 calendar days have passed from the institution's response or a lack thereof, and moving the matter into resolution or referral to appeal-committees.

At the gathering, Sanadak emphasised that its role extends beyond the UAE, as the first financially-regulated specialised ombudsman unit in the Middle East and North Africa region. The unit highlighted how its jurisdiction, rules and structure could offer a template for cross-border alignment among Arab states seeking stronger consumer redress in banking and insurance. The discussion touched on the unit's values of impartiality, accessibility, efficiency and integrity.

The session underscored several key trends: First, financial-services regulators globally are moving toward early-intervention powers, unified licensing for banks and insurers, and forward-looking oversight of fintech and digital-asset services. The UAE's newly enacted Federal Decree-Law No. 6 of 2025 consolidates banking, finance and insurance regulation and confirms Sanadak's independent mandate for complaints resolution.

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Second, consumer-protection mechanisms are gaining regulatory prominence as market participants cope with rising complexity in product offerings, from digital banking to insurance-linked investment products. Sanadak's model aims to provide a single portal of access and streamline resolution without resorting to litigation. Officials say this helps build consumer confidence, enhance financial inclusion and strengthen institutional integrity.

Third, regional cooperation and benchmarking among Arab states were highlighted as emerging priorities. Delegates at the meeting emphasised that harmonised complaint-handling standards will bolster cross-border financial activity and investor trust. One delegate observed that adopting a model such as Sanadak's“sends a strong signal that consumer rights are integral to banking-sector stability”.

Sanadak's leadership also outlined practical outcomes: the resolution of insurance-sector disputes via permanent committees including independent judges and experts was mandated by Administrative Resolution No. 10-A/1/2024, issued by the Central Bank. That rule establishes minimum timelines, virtual-hearing options and defined fee structures-from AED 100 for fixed-value disputes up to AED 30,000 for higher-value claims.

The initiative aligns with the UAE's broader ambition - underpinned by its“digital-first” strategy - to present its financial sector as accessible, regulated and globally competitive. Sanadak states its mission to support trust in the financial system and foster financial-inclusion goals through education and accessible redress.

Nonetheless, challenges loom. Ensuring that external, regional institutions adopt the same discipline and that complaints-resolution outcomes are enforceable across jurisdictions remains uncertain. Some financial-services observers caution that consumer-protection frameworks must evolve as digital-asset services proliferate and as cross-border financial activity expands. One expert described the regulatory change as“about future-proofing the UAE's financial system by ensuring it remains resilient, inclusive and responsive to emerging technologies”.

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