Complaints Procedure

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.

You are here: