Standard Form for Responding to Complaints via SAMA Cares Platform

In the Name of Allah, the Most Gracious, the Most Merciful Saudi Central Bank (SAMA) Head Office

Office of the Deputy Governor for Supervision

Reference No.: 42006529 Date: 1442/02/05 Attachments: 2 pages

Circular

To the Esteemed, Peace, mercy, and blessings of Allah be upon you, Subject: The Standard Form for Responding to Complaints Received via the "SAMA Cares" Platform.

Reference is made to the Bank's instructions communicated under Circular No. 381000107382 dated 1438/11/01, regarding the implementation of the service level agreement for processing complaints received via the "SAMA Cares" platform. Given the observations noted over the past period regarding the quality of responses to complaints through the system,

and in the Bank's keenness to ensure prompt, efficient, and high-quality complaint processing that safeguards customer rights; all financial institutions under the supervision and regulation of the Bank are required to adopt the standard form for responding to complaints received via the "SAMA Cares" platform, in accordance with the response classification as outlined in the attached form.

The Bank also emphasizes the necessity of developing and activating the Customer Care Department's collaboration with relevant departments, including establishing and activating a service level agreement that ensures prompt complaint processing within the timeframes specified in the instructions, with high quality, and periodically measuring compliance with this agreement to ensure its effectiveness.

For information and action as of the date hereof.

Yours sincerely,

Fahd bin Ibrahim Al-Shathri Deputy Governor for Supervision

Distribution Scope: All financial institutions under the supervision and regulation of the Bank. P.O. Box 2992, Riyadh 11169, Tel: 4662200 - Fax: 4662543

---

• Complaints Received via the "SAMA Cares" Platform by the Customer:

First: In case of using the "Missing Documents" feature to review a complaint or inquiry:

Dear Customer:
Greetings,
Reference is made to the complaint submitted by you regarding your objection to (the customer's complaint is specified in detail):
1- .......
2- .......
We kindly request you to provide the following documents so that we may complete the necessary actions: (all required documents and information not available with the financial institution are requested)
1- .......
2- .......

Second: To inform the customer after complaint processing:

Dear Customer:
Greetings,
Reference is made to the complaint submitted by you regarding your objection to (the customer's complaint is specified in detail):
1- .......
2- .......
We wish to inform you that the complaint has been processed as follows.... (by depositing the disputed amount / reversing the amount / settling the contract / rescheduling, etc. The corrective action is clarified, including all details and the date of the action).
(The results of the complaint review are explained, and supporting documents for processing are provided to the customer)
We also wish to inform you that contact was made with you on ............ and all your inquiries were answered, providing you with the above results.

---

• Complaints Escalated to the Bank:

To: Saudi Central Bank (SAMA)
Greetings,
Reference is made to your request ...(all items requested by the Bank for complaint processing are specified) ............
We wish to inform you that the complaint has been processed ......(the results of the complaint review are explained in detail, with reference to the relevant clause text from "Instructions/Contract/Terms & Conditions... etc.". The Bank's response must be supported by documents verifying the correctness of processing, in addition to answering the Bank's observation and attaching any requested documents)
We also wish to inform you that contact was made with the customer by phone on ............ at ........., and the customer was informed of the complaint processing results.