Concord counts with you — acknowledgements within two business days, a final response inside your turnaround time, automatic breach notices, and CDMS and board reports on demand. Every step sealed into a tamper-evident record. In Arabic and English.
Invitation-only. We set up each CBUAE-licensed broker directly.
When the CBUAE asks how a complaint was handled, “we think we replied” is not an answer. The gaps that fail an audit are nearly always the same three:
A shared inbox has no clock. The two-business-day acknowledgement and the final-response window slip — and a missed deadline is itself a breach.
Edited spreadsheets and deleted emails can't show who did what, and when. An inspection needs an unbroken, tamper-evident trail.
CDMS, quarterly, and board reports get assembled by hand at month-end — slow, error-prone, and impossible to reconcile afterwards.
From first contact to final response, each step does what the rules require — and seals itself into the audit chain as it goes.
Web form, email, phone, or walk-in — each logged with a unique SR number the consumer can track.
CPR Art. 1 · Broker Reg. Art. 12-2A written acknowledgement goes out within two business days, counted on the Asia/Dubai calendar — automatically.
Standards 8.1.2.5Assign, correspond, and record the substance, category, and root cause as the case is worked.
Standards 8.2.3.2A structured final response — accept or reject, with reasons and any redress, free of charge — carrying the consumer's right to escalate to Sanadak.
Standards 8.1.3.8 · Ombudsman Reg. 4.3.7Monthly CDMS, the quarterly statement, and the board report — generated from your case data, with a submission tracker.
Standards 8.2.2.3 · Broker Reg. Art. 14-1Record each Sanadak case from escalation to compliance — the ombudsman's reference, the determination and its compliance deadline, and your cooperation log.
Ombudsman Reg. 4.3.5 / 4.11.1Every action is written to an append-only, hash-chained record, kept for at least five years. Nothing is edited; nothing disappears.
Turnaround times run on the Asia/Dubai business calendar — weekends and UAE public holidays included — with automatic breach detection and notices.
Right-to-left throughout, for your team and for complainants alike — bilingual letters and templates, never an afterthought.
CDMS, quarterly broker statements, and management and board reports — generated, tracked, and exportable.
Track ombudsman cases with determination and compliance deadlines, and a logged cooperation history.
Each brokerage gets a sealed, tenant-only workspace with row-level isolation, on an architecture built for UAE data-residency rules.
A sample of the CBUAE obligations Concord is designed to satisfy. The full requirement-to-capability matrix runs to twenty-two.
Citations refer to the CBUAE Consumer Protection Regulation and Standards, the Insurance Broker Regulation, and the Ombudsman (Sanadak) Regulation.
Transparent pricing for CBUAE-licensed brokers. Every plan includes the full compliance core.
Everything you need to handle complaints to CBUAE rules, priced per user.
+ USD 100 per user / month
Example: 10 users → USD 5,000 + 10 × USD 100 × 12 = USD 17,000 / year
Custom terms for groups and larger brokers.
Prices exclude VAT.
Tell us about your brokerage. We'll set up your workspace and walk your complaints team through it.