Regulatory Alerts2020-09-22
Standard Form for Responding to Complaints via SAMA Cares Platform
The Saudi Central Bank (SAMA) issued this circular to mandate all supervised financial institutions to adopt a standardized response form for complaints processed through the SAMA Cares platform. The directive requires institutions to classify responses accurately, utilize a service level agreement for timely and high-quality complaint resolution, and actively coordinate with customer care departments to ensure compliance. Effective immediately, financial entities must implement the prescribed templates for both missing-document requests and post-processing notifications to safeguard customer rights and enhance regulatory oversight.
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