Based on SAMA's supervisory and regulatory responsibilities over all banks operating in the Kingdom under the Charter of the Saudi Arabian Monetary Authority Law issued by Royal Decree No. 23 dated 23/05/1377H, and the Banking Control Law issued by Royal Decree No. M/5 dated 22/02/1386H, and pursuant to SAMA’s Circular No. 351000145194 dated 26/11/1435H regarding the Regulations of Complaints Handling and the Establishment of Complaints Units in the Banks, and with reference to a study on the quality of services provided by banks to their customers, which revealed disparities in how banks handle customer dissatisfaction ("complaints") due to differing interpretations and definitions of the term "complaint," the following objectives are set:

Ensure the customer's right to lodge a complaint with the bank in cases of dissatisfaction with the level of service or banking product, or when these do not meet their expectations.

Guarantee consistency in understanding and handling customer dissatisfaction across all banks, ensuring that all cases are recorded and studied without disparities in approach.

Emphasize that complaints are a vital source of insight into customer expectations and areas of deficiency. They serve as a tool for improving banking services and products, enhancing relationships with customers, and educating them about their rights and responsibilities.

We inform you that the definition of the term "complaint" is (Any expression of dissatisfaction related to the provided service, whether justified or unjustified, made in writing or verbally). We request that the relevant personnel at your bank revise the bank's policies and procedures to align with the above definition and objectives. Emphasis should be placed on recording and addressing complaints and treating them as a tool for improving banking services and products and for strengthening relationships with customers, which will positively reflect on the bank's performance. Please confirm receipt of this notice within one week and provide evidence of implementation within one month from the date of this notice.