Central Bank of Jordan Unified Complaint Classification for Financial Services

No.: 27/3/5061 Date: 11/10/1441 Hijri Corresponding to: 4/5/2020 Circular to all banks and financial institutions under the supervision and oversight of the Central Bank of Jordan After Greetings, With reference to the Instructions on the Internal Procedures for Handling Consumers’ Complaints of Financial and Banking Services Providers no. (1/ 2017) dated 28/8/2017, whose provisions apply to all banking and financial services providers under the supervision and oversight of the CBJ, and in order to find comprehensive classifications of complaints that may be received by financial and banking services providers and unify them for all sectors; it has been decided to adopt a unified classification (attached) according to the above￾mentioned instructions, in order to be adopted to classify complaints as of the second quarter of 2020. Respectfully, Governor Dr. Ziad Fariz Attachment 1: Table of complaints classification according to their nature

Category The first level of information The second level of information Nature and type of complaint Electronic services Payment services Pay on e-Fawateercom system through the service provider portal or any other payment systems Online Banking ATM machines Smart phone application services SMS Commissions and fees Commissions on products and services Fees for services and products Late payment fees and fines Interest rates / returns Interest / returns on deposits Interest / returns on loans and credit cards Professional Behavior Refusal to provide the service Staff behaviors Behavior of subsidiaries / agents Employee failure to provide the service Collection practices Payment Cards Payment from credit and/ or debit cards in shops and points of sale Payment from credit and/ or debit cards through the Internet Fraud movements Secret numbers Repeated recording of transactions Credit card payments Marketing services and products Advertising Sales process Contracts and terms of dealing Convention / Contracts Movements on account Insurance on products Deposit products Credit products Do not grant the product Procedures related to issuing commitment and clearance letters Collection of cheques/ Bounced cheques Services provided from companies and stores with whom the services provider/ supplier has contracted Work environment Difficulty in communicating with the service provider Delays in access to service Workplace Remittances Failure to pay the transfer on time* Failure of the service provider to make the transfer or deliver it for reasons beyond its control ** Failure to notify the client of the transfer The service provider refused the transfer Collaterals and guarantors Collaterals Guarantors Account classification Dormant accounts dormant/ freezing of the Accounts/ Cards for the purpose of updating the data Credit inquiry Other***

• Including salary transfers. ** For example, due to regulatory requirements or correspondent banks, with the necessity to mention details. *** Details regarding this should be included.