The year 2023 is a revolutionary year for UAE’s financial sector. The Central Bank of the UAE has introduced the establishment of the Ombudsman Unit. The ombudsman is also called Sanadak. We will discuss this new unit in bit more details here. But if readers need some practical advice or examples then they can find out good lawyers in Dubai. These attorneys in Dubai, can help the readers to grab some practical advice. We are not recommending any lawyer or attorney. To finding out, lawyers in Dubai or attorneys in Dubai is the sole responsibility of reader.
The Breakthrough:
An exemplary decision was made to improve customer services in the UAE’s financial sector. Nonetheless, Canada is the first economic and insurance ombudsman unit in the Middle East. The primary goal of introducing Sanadak is to set very high standards for resolving consumer complaints and ultimately improve customer service. It makes consumers’ complaints more clear, transparent, and effective. Moreover, this groundbreaking initiative intends to construct a solid and sturdy financial sector in the UAE. It will further help in building and maintaining a level of trust among the consumers.
Sanadak or Ombudsman Unit?
The Ombudsman Unit is often referred to as Sanadak. It is a completely independent body. Nevertheless, a full-fledged neutral and autonomous body is established within the Central Bank of the UAE. The major purpose of the development is to guide disputes and conflicts between the customers and financial institutions of the UAE. Moreover, it also mediates in regards to any dispute or deadlock between the operational banks in the Emirates and their customers. Attorneys in Dubai are hired on greater level by community to understand the topic.
In this manner, the body will assist in sorting out the matters and issues that may arise. It is quite common to have queries resulting from banking transactions or regarding consumer services. The Ombudsman Unit or Sandak provides a lucrative way to address banking-related issues and matters. It offers an alternative way to resolve disputes. It facilitates the procedure to resolve complaints more quickly and efficiently. It is relatively less costly than going to court. This makes it a highly accessible option for everyone. Moreover, many people who are stuck in banking-related issues will be able to resolve their queries promptly.
Types of Complaint dealt by Ombudsman Unit:
The Ombudsman Unit is available to support several stakeholders other than the direct individual customers. Customers who have accounts within any bank of the UAE can use the Ombudsman Unit.
Furthermore, the SMEs that are registered inside the Emirates can benefit from it.
These stakeholders can easily file their complaints with the Ombudsman Unit. They will aid in encountering problems with the respective banks.
There are many complaints that the Ombudsman handles with care and dedication. The Unit is set up to assist with a wide range of complaints that may include the following.
It deals with all the disputes concerning the Fees and any additional or any kind of Charges made. Consumers can file a complaint if they feel they are overcharged or an unfair fee is charged for a banking service.
Additionally, the customers enjoy the leverage to file a complaint if they feel that their loan is attached to unfair terms and conditions. Besides, complaints concerning the unjust Credit Card Terms are also addressed.
In case, a customer faces serious problems while closing an account or unfairly the account is dormant, they can take up the case to the Ombudsman. Anyone having restrictions in operating the bank accounts can also be tackled here.
Any kind of delays in the Processing of the transactions due to whatever reason can be addressed here. If the banks are taking much longer than usual, the Ombudsman can help you.
Issues and problems regarding online or mobile banking are quite common. If prolonged issues are not addressed by the respective banks, they can be resolved with the help of the Ombudsman.
Ways to File a Complaint:
To file a complaint with the Ombudsman Unit is quite easy. It is a straightforward process that hardly involves any lengthy process.
The process begins with filing a complaint. For it, the documents are gathered. Customer has to collect all records regarding matter.
Secondly, once all the documents are collected, now is the right time to submit the complaint. The customers will file their complaints using different channels. It may include online, fax, in-person, or other ways.
The online complaint is done using the official website of the Central Bank of UAE. Secondly, one can choose to send their complaint by choosing fax.
Once the Complaint is submitted it is reviewed by the Ombudsman Unit. They will ensure the complaint is valid and that all the necessary information is provided along with it. In case, if anything is missing or left out, the Unit will contact the complainant.
Following this, it will allow almost 10 days to submit the necessary papers before closing the complaint altogether.
The ombudsman will investigate the complaint once it is completed and submitted. A further detailed investigation is conducted once it is confirmed that the complaint is valid and legitimate. The bank is given a timeframe of 30 days to address the issue.
