# Complaints about a bank or an insurer: Sanadak > Complain to the bank or insurer first. If it has not resolved your complaint after 15 calendar days, you can take it to Sanadak, free of charge. - Section: Banking › Personal banking - Last updated: 2026-11-12 - Source: https://staging.nuzan.ai/en-ae/knowledge/banking-complaints ## What Sanadak is Sanadak is an independent unit established by the Central Bank of the UAE to resolve consumer complaints against registered financial institutions and insurance companies. The service is free of charge. Consumers and small to medium enterprises may submit complaints, for example about a service or product, or a financial loss from deceptive or unfair conduct. \[1] ## Before you go to Sanadak Raise an official complaint with the bank or insurer first. Sanadak may reject a complaint if you did not, or if you did not wait 15 calendar days after raising it. \[1] You submit it through Sanadak's complaint form. \[2] ## What Sanadak does not handle Sanadak may reject a complaint that is outside the Central Bank's regulatory mandate, that materially relates to the institution's risk management, that has already been settled with the institution, or that a court is dealing with. \[1] ## Sources 1. UAE Government portal, "Raising complaints against financial institutions and insurance companies" (updated 4 September 2026): 2. Sanadak, "Submit a Complaint": Arabic version: https://staging.nuzan.ai/ar-ae/knowledge/banking-complaints