إشارة إلى تعميم البنك المركزي رقم 351000145194 وتاريخ 1435/11/26هـ المرفق طيه الضوابط المحدثة لمعالجة وإنشاء وحدات الشكاوى في البنوك، حيث تضمنت الفقرة (2) من البند (ثانيًا : مهام الادارة) أنه يتطلب من البنك إرسال تقرير عن شكاوى عملاء البنك كل ثلاثة أشهر إلى إدارة حماية العملاء في البنك المركزي.
نأمل الالتزام بتعبئة نموذج تقرير الشكاوى المرفق بدلاً من النموذج السابق وإرساله كل ثلاثة أشهر إلى إدارة حماية العملاء لدى البنك المركزي عن طريق البريد الالكتروني(cpdc@sama.gov.sa) وذلك اعتباراً من الربع الثاني عام ٢٠١٦م.
Bank's name:............................................ |
1st quarter |
Month | Number of complaints resolved | Number of complaints open (pending) | Total |
Upheld | Rejected | Resolved within target time (10 days) | Resolved over target time (10 days) | Within target processing time (10 days) | Complaints over target processing time (10 days) |
Opened 11-30 working days ago | Opened over 30 working days ago |
1 | | | | | | | | |
2 | | | | | | | | |
3 | | | | | | | | |
Total | | | | | | | | |
Bank's name:............................................... |
2nd quarter |
Month | Number of complaints resolved | Number of complaints open (pending) | Total |
Upheld | Rejected | Resolved within target time (10 days) | Resolved over target time (10 days) | Within target processing time (10 days) | Complaints over target processing time (10 days) |
Opened 11-30 working days ago | Opened over 30 working days ago |
4 | | | | | | | | |
5 | | | | | | | | |
6 | | | | | | | | |
Total | | | | | | | | |
Bank's name: ............ ......... |
3rd quarter |
Month | Number of complaints resolved | Number of complaints open (pending) | Total |
Upheld | Rejected | Resolved within target time (10 days) | Resolved over target time (10 days) | Within target processing time (10 days) | Complaints over target processing time (10 days) |
Opened 11-30 working days ago | Opened over 30 working days ago |
7 | | | | | | | | |
8 | | | | | | | | |
9 | | | | | | | | |
Total | | | | | | | | |
Bank's name:............................................. |
4th quarter |
Month | Number of complaints resolved | Number of complaints open (pending) | Total |
Upheld | Rejected | Resolved within target time (10 days) | Resolved over target time (10 days) | Within target processing time (10 days) | Complaints over target processing time (10 days) |
Opened 11-30 working days ago | Opened over 30 working days ago |
10 | | | | | | | | |
11 | | | | | | | | |
12 | | | | | | | | |
Total | | | | | | | | |