Arab Financial Leaders Learn from UAE's Sanadak on Consumer Protection

A group of 50 senior financial leaders from 20 Arab nations gathered at Sanadak, the UAE's Ombudsman Unit, to gain insights into its unique approach as the first independent body in the Middle East and North Africa dedicated to financial consumer protection.

The officials examined Sanadak's sophisticated dispute resolution model, which adheres to top international standards. They learned how the Unit promotes fair and transparent practices in settling conflicts between consumers and financial institutions.

This visit was part of the MENA Leaders’ Summit on Financial Inclusion 2025, hosted by the UAE’s Central Bank in Abu Dhabi and showcased the UAE’s robust financial ecosystem, with Sanadak being a vital example of effective consumer protection and trustbuilding in banking and insurance.

Faiza Al Awadhi, CEO and Managing Director of Sanadak, remarked, “This visit is a significant move towards fostering regional collaboration and sharing knowledge among Arab nations. Collaboration helps enhance protective measures for consumers and drives sustainable financial progress.”

During the proceedings, delegates were introduced to Sanadak’s initiatives aimed at empowering consumers while developing effective dispute-resolution strategies and boosting financial inclusion. They received presentations on the Unit’s essential policies and digital platforms, designed to expedite complaint handling, enhance customer satisfaction, and reinforce confidence in financial services.

Officials commended Sanadak's role in safeguarding consumer rights and fostering trust among financial players. They valued the Unit’s governance-oriented and data-driven strategies, which uphold both consumer rights and institutional responsibilities.

Sherif Lokman, Sub-Governor of the Central Bank of Egypt for Financial Inclusion and Sustainability, remarked, “Sanadak offers a framework from which Arab nations can benefit. Its systems effectively handle disputes while maintaining public trust in the financial sector.”

Amr Ahmad, Head of Financial Inclusion at the Central Bank of Jordan, added, “Sanadak’s efforts illustrate the UAE’s dedication to fairness and transparency within financial services, serving as a significant reference for Arab countries as they build their own consumer dispute frameworks.”

The visit wrapped up with an overview of Sanadak's cutting-edge digital services and processes meant for efficiently managing complaints. Delegates witnessed how technology can enhance procedures, elevate service quality, and improve the overall consumer experience within financial sectors.

This engagement reinforced the connection between the UAE and other Arab countries, demonstrating how sharing consumer protection best practices can cultivate stronger and more resilient financial frameworks across the region.