Where to complain after an accident in the UAE

Start with whoever made the decision you dispute: the insurer, the employer or the body that issued the report. Then go to the regulator for that area.

Where do you complain about what?

Sources for Table 1

Sanadak,¹ the labour law,² the Domestic Workers Law,³ Rafid,⁴ Dubai Police⁵ and the Civil Transactions Law.⁶

How do you complain about an insurer?

In writing to the insurer first. When an insurer rejects a claim it must give its reasons in writing, and it must investigate and decide each complaint within 15 days of the complaint being complete.⁷

If its answer does not settle it, or it does not answer in time, go to Sanadak. Sanadak lists car insurance among the products it can help with, and every insurer licensed by the Central Bank falls under it.^1,8 Sanadak is the independent unit the Central Bank set up to hear complaints against banks and insurers and issue binding decisions.^9,10 Complaints against insurers must come to Sanadak first, not the courts.¹ Claims arising from insurance contracts are not heard in court unless the dispute has first gone to the complaint committees.¹⁰

When can you go to Sanadak?

After the insurer has had time to answer. Sanadak’s eligibility page and the UAE Government give 15 calendar days.^11,12 Another answer in Sanadak’s FAQ says 30 calendar days.¹ The Central Bank’s regulation gives 30 complete business days, or another period the Central Bank sets.⁹ Check Sanadak’s eligibility questions on its website before you file.

Filing is free. Sanadak acknowledges a complaint within 3 business days and gives an initial response within 15 calendar days.^1,13

What happens after Sanadak decides?

Sanadak issues a written decision upholding, partly upholding or rejecting the complaint.⁹ Either side can ask for an appeal within 30 complete business days of the decision.¹³ For amounts above AED 100,000, the decision can be challenged at the Court of Appeal within 30 days.¹⁰

Can you complain to Sanadak in English?

Yes. Sanadak must be able to deal with you in English or Arabic, whichever you prefer.⁹ You can file and track a case through its website and app, and its FAQ offers a contact centre route for elderly people and people of determination.¹ Insurers must tell you in writing of your right to go to Sanadak and give its contact details.⁹

Ask the insurer for its final answer in writing, with the Sanadak details it must give you, and attach that letter to your Sanadak complaint.

How do you complain about an employer after a work injury?

Apply to the Ministry of Human Resources and Emiratisation (MOHRE). It tries to settle the dispute, and decides it itself where the claim is AED 50,000 or less. Either side can take that decision to the Court of First Instance within 15 working days. Bigger disputes go to court through MOHRE.² Domestic worker disputes follow the same path, with the same AED 50,000 limit.³

Labour claims cannot be heard more than two years after the job ends; domestic worker lawsuits, three months.^2,3

How do you dispute an accident report?

In Sharjah, visit a Rafid office within 72 hours of the report being issued. Corrections go through 80092 or a service centre.⁴ In other emirates, contact the police or service that issued the report as soon as you receive it. Dubai Police’s call centre is 901.⁵

The small print

Sanadak operates under Central Bank Regulation N 1659/2023, in force since 15 March 2023, and Article 148 of Federal Decree-Law 6 of 2025.^9,10 The insurer’s 15-day complaint period and written reasons are in Insurance Authority Board Resolution 3 of 2010, now in the Central Bank rulebook.⁷ Labour disputes are Article 54 of Federal Decree-Law 33 of 2021.² Domestic worker disputes are Articles 23 and 26 of Federal Decree-Law 9 of 2022.³