The Saudi Central Bank (SAMA) instructed all banks and banks operating in the Kingdom to handle customer complaints through several platforms, including “toll-free phone, website, smart phone applications, e-mail, branches”, as a minimum of channels for receiving complaints, with the obligation Banks will deal with complaints efficiently and effectively, and enable customers to submit complaints according to their preferences easily and at appropriate times, as these amendments will be implemented starting from the middle of next July.
The Central Bank obligated banks to register complaints, document the process of receiving them, keep their records, and follow them up at all stages of processing, while providing the customer with a main reference number and the specified period for processing through a text message on his mobile phone approved by the bank, in addition to allowing the customer to register the complaint directly in the electronic system, and view The final result of the treatment, and what is new about it in detail, and providing the customer with the necessary documents, and classifying complaints in the electronic system, based on the products and services provided by the bank, and enabling customers to assess their satisfaction with the results of handling complaints automatically, and providing the possibility of obtaining instant reports and the possibility of submitting reports Automatically to the senior management of the bank, and providing the possibility of direct automatic linking to any databases established by the Central Bank for its supervisory and control purposes.
The Central Bank stipulated that the required target for complaints handled by the bank for customers should not be less than 85% of the total complaints, and that the percentage of compliance with the service level agreement should not be less than 95%, with regard to complaints that the bank was late in processing during the regular period of the total complaints.
Abdul Rahman Al-Misbahi (Jeddah) @ sobhe90