Welcome to Dinar Exchange

SANADAK Information

What is Sanadak?

Sanadak is the first Ombudsman Unit in the Middle East and North Africa (MENA) region, established under the supervision of the Central Bank of the UAE. Its main objective is to resolve financial and insurance-related complaints through transparent, impartial, and timely methods, thereby enhancing trust and confidence in the UAE’s financial sector.

When to Escalate to Sanadak?

Initial Steps with the Dinar Exchange:

  • Primary Attempt: Begin by submitting your complaint directly to the Dinar Exchange and allow 30 calendar days from the date of receipt to obtain a resolution.
  • Further Action: If you are dissatisfied with the resolution provided by the Dinar Exchange, or if your complaint remains unaddressed after 30 calendar days, you can escalate your complaint to Sanadak through their website at www.sanadak.gov.ae.

When Not to Escalate to Sanadak?

Sanadak may decline complaints related to a Dinar Exchange in the following situations:

  • Prior Complaint Requirement: You must have officially complained to the Dinar Exchange before escalating to Sanadak.
  • Waiting Period: You must wait 30 calendar days after raising your complaint with the Dinar Exchange, or until your complaint has been officially closed by them, whichever is earlier.
  • Legal Proceedings: The complaint is currently being handled by a court of law.
  • Regulatory Mandate: The complaint falls outside the Central Bank’s regulatory authority.
  • Internal Policies: The complaint substantially involves the Dinar Exchange’s risk management, internal pricing policy, or anti-money laundering practices.
  • Resolution: The complaint has already been resolved between you and the Dinar Exchange.

How to Know if You Are Eligible to Complain to Sanadak?

How to Submit a Complaint to Sanadak?

You can submit your complaint through the following channels:

  • Website: www.sanadak.gov.ae
  • Call Center: 800SANADAK (800 72 623 25)
  • Email: info@sanadak.gov.ae

Complaint Process to Sanadak

  1. Register a Complaint: Initially, you must file a complaint with your Dinar Exchange.
  2. Escalation: If unsatisfied with the resolution, or if it remains unaddressed after 30 days, you can escalate your complaint to Sanadak.
  3. Submission Options: You may submit your complaint online via the Sanadak website, mobile application, through the Sanadak call center, or in person. Be sure to meet the eligibility criteria as outlined on the Sanadak website and provide all necessary information and documentation.
  4. Review and Validation: The Sanadak team will review your complaint to ensure compliance with their criteria, then liaise with the Dinar Exchange to verify details.
  5. Resolution Drafting: Once validated, the Dinar Exchange has 30 calendar days to propose a resolution that complies with CBUAE’s regulations.
  6. Final Decision: After Sanadak’s investigation, you will receive a written response or the final decision regarding your complaint through the portal, as well as SMS and email notifications.

What if Dissatisfied with Sanadak’s Resolution?

After receiving the complaint’s outcome from Sanadak, if you are unsatisfied, you may appeal to the Appeals Committee within five working days. Either party (you or the Dinar Exchange) can appeal the decision.

Dinar Exchange

Licensed by Central Bank of the UAE

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