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  • Chapter Three: Collection Procedures

    • Article 5: Communication Mechanism with Consumers 

      When communicating with consumers or their guarantors for collection purposes, creditors must adhere to transparency and disclosure, and comply with the following: 

      1-Limit authenticated communication means to:  
       
       1-1Email.  
       
       1-2Registered mail (national address).
       
       1-3Text messages.
       
       1-4Phone calls.
       
       1-5The creditor's app or website. 
       
       1-6Judicial notification.
       
      2-Provide the consumer with the necessary communication-related information, including:  
       
       2-1Creditor's name and the department concerned with collection, or the third party and the name of the creditor they are communicating on behalf of.  
       
       2-2The contact number of the concerned department or third party. 
       
       2-3Working hours of the concerned department or third party.
       
       2-4 The employee's name in case of a phone call. 
       
      3-Appoint Arabic as the primary language for communication, except when communicating with non-Arabic speakers, while fully adhering to the regulation.
       
      4-In case the communication is written, all phrases and numbers used must be easy to understand and clearly legible, including headers and footers. 
       

    • Article 6: Handling Objections

      If there is an objection from the consumer or their guarantor regarding the amount claimed, creditors must: 

      1. Document the complaint electronically in the consumer's file, enabling them to view it. 
         
      2. Register the consumer's or guarantor's complaint based on the instructions issued by SAMA. 
         
      3. Provide the consumer or guarantor with the expected time frame for resolving the complaint, not exceeding the periods specified by SAMA. 
         
      4. Do not communicate with the consumer or guarantor to remind them of defaults until the complaint is resolved. 
         
      5. Present the results of the complaint resolution to the consumer or guarantor and support it with documents justifying the resolution decision. 
         
      6. If the consumer or guarantor is dissatisfied with the complaint resolution and wishes to escalate it, creditors must provide the consumer with the escalation mechanism and direct them to the appropriate entity.