Based on my professional experience working closely with government entities across multiple jurisdictions, one reality has become increasingly clear that despite the scale of ambition and investment behind government transformation programs, many struggle to translate intent into lasting impact.

Mystery shopping plays a vital role in the UAE banking sector by linking regulatory compliance with real customer experience. Baker Tilly’s practical assessments, aligned with the Central Bank’s Consumer Protection Regulation, evaluate transparency, conduct, data protection, complaint handling, and consumer education. These insights help banks strengthen trust, identify gaps, and enhance service quality while maintaining regulatory alignment.

The article highlights the importance of Article (6) of the CBUAE Corporate Governance Regulations, which mandates a robust Fit and Proper Process to ensure individuals in key banking roles meet high standards of integrity, competence, financial soundness, and regulatory compliance. With a compliance deadline of 31 July 2025, the regulation plays a critical role in strengthening trust, governance, and stability in the UAE’s financial system.