All complaints are registered with the customer care department.
The complaint is received from
several channels in the company: e-mail, fax, calling the free number,
attending in person, social media applications and complaints received
from the official website of the Saudi central bank.
All complaints are registered
with the customer care department.
After 24 working hours from
receiving the complaint, the customer will receive a notification from
customer care department that the complaint has been successfully received
by e-mail or text message, the customer will be contacted within 48
working hours.
The customer care department is
verification and studying the complaint and forwarded to the relevant
department.
If the complaint relates to one
of the employees, its convert to the employee's direct manager to take the
necessary action and end the complaint.
After 48 working hours the
complainant will be notified by e-mail or text message and given a final
response.
If the study of the complaint
takes more than 7 working days the customer will be notified by e-mail of
the complaint developments and that it has been escalated.
When the complaint is resolved
we will communicate with the customer by call or e-mail.
When the complaint is resolved
is send survey to customer satisfaction with the quality of the service
provided.
Complaint escalation:
If the complaint takes more than 7 working days to resolve is escalated to chief executive officer.
When the complaint is resolved we contact with client to inform him the final resolve.
If the customer doesn't accept the solution that was presented, he is directed to the Saudi central bank -the customer protection department.