SAMA asks banks to handle customer complaints via multiple platforms from July: Report

Logo of The Saudi Central Bank (SAMA)

The Saudi Central Bank (SAMA) directed all banks in the Kingdom to enable their customers to submit complaints directly through their preferred platforms, ensuring timely and effective processing of their complaints.

 

The relevant amended directivities will come into force in mid-July, Arabic daily Okaz reported.

 

The complaints can be submitted through toll-free number, website, web application, e-mail, or branch.

 

Banks must register and follow up on the complaints at all processing stages.

 

Moreover, customers can register their complaints through an e-platform and review the final resolution decision.

 

SAMA said banks need to achieve a target of at least an 85% of total complaints, with a compliance rate of no less than 95% for complaints that failed to be processed during the regulatory period.

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