50 Arab Financial Leaders Explore UAE’s Pioneering Dispute-Resolution Model

Sanadak, the UAE’s Ombudsman Unit, welcomed a delegation of 50 senior financial officials from 20 Arab countries to its headquarters to highlight its innovative approach to financial consumer protection and dispute resolution. The visit offered delegates a close look at Sanadak’s operational model, recognized as the first independent entity in the Middle East and North Africa dedicated to safeguarding consumers in the banking and insurance sectors.

The visit formed part of the MENA Leaders’ Summit on Financial Inclusion 2025, hosted by the Central Bank of the UAE in Abu Dhabi, and underscored the UAE’s commitment to transparency, fairness, and trust within its financial ecosystem.

Faiza Al Awadhi, CEO and Managing Director of Sanadak, said: “This visit is an important step in strengthening regional cooperation and sharing expertise across the Arab world. Exchanges like these are key to building resilient systems that protect financial consumers while supporting sustainable financial growth in our region.”

During the visit, delegates were briefed on Sanadak’s dispute-resolution processes, digital platforms, and consumer empowerment initiatives, which enhance complaint handling, accelerate resolutions, and boost customer satisfaction. The delegation also examined the data-driven and governance-focused mechanisms that underpin Sanadak’s operations, reinforcing transparency and public confidence in financial services.

Delegates praised Sanadak for its role in protecting consumer rights and fostering trust across banking and insurance sectors. Sherif Lokman, Sub-Governor of the Central Bank of Egypt for Financial Inclusion and Sustainability, remarked: “Sanadak’s experience offers a model for the Arab region, balancing consumer protection with the interests of financial institutions and enhancing trust in financial rights systems.”

Amr Ahmad, Head of Financial Inclusion at the Central Bank of Jordan, added: “Sanadak’s pioneering work reflects the UAE’s dedication to transparency and fairness and serves as a valuable reference for Arab countries developing effective dispute-resolution frameworks.”

The visit concluded with an overview of Sanadak’s innovative digital services designed to streamline complaint procedures and improve the quality of services offered to consumers, reinforcing its position as a benchmark in financial consumer protection across the region.