1. The unit must provide multiple channels for receiving and handling complaints efficiently and effectively. This should enable customers to submit complaints according to their preferences with ease and at times that are convenient for them. These channels should be clearly displayed on the bank’s website homepage and various platforms. The channels must include at least:Free telephone line,Website,Mobile applications,Email,Branches

2. The unit must have systems and technical programs that support documenting and tracking the complaint handling process by date and time, allowing for visibility of its status and the actions taken. These systems must, at a minimum, include:

   2-1 Recording complaints and documenting their receipt, retaining records, and tracking them through all stages of processing. The customer should be provided with a primary reference number and the processing time frame via a text message on their mobile phone registered with the bank.

   2-2 The ability for the customer to register complaints directly in the electronic system, view the final result of the handling process and detailed updates, and receive necessary documents if required.

   2-3 Classifying complaints in the electronic system according to the bank’s products and services in line with the relevant central bank instructions.

   2-4 Enabling customers to evaluate their satisfaction with the complaint handling results automatically.

   2-5 Providing real-time report generation and the ability to automatically submit reports to senior management for performance monitoring.

   2-6 Facilitating automatic direct linkage to any databases created by the central bank for supervisory and regulatory purposes.

3. The unit must handle complaints within a maximum period of 5 working days from the date of receipt from the customer.
4. The unit must establish performance indicators for complaint handling and work on monitoring these indicators to achieve the desired goals. Indicators should, at a minimum, include:

* The central bank may review and adjust the rates of the above indicators from time to time.

1. The unit must review the quality of the complaint handling procedures and ensure they are processed efficiently and with high quality in accordance with relevant regulations and instructions. It should take corrective actions for complaints that have been handled incorrectly and implement necessary procedures to prevent recurrence.

2. The unit must continuously analyze complaint data and provide corrective plans to address the sources of complaints and measure their effectiveness. These reports should be documented and submitted to the administration manager to be forwarded to the CEO on a monthly basis.

3. The unit must ensure the accuracy of the reports and data contained within them.

4. The unit should submit quarterly reports to the administration manager for forwarding to senior management and the bank's board of directors, covering customer care issues. These reports should, at a minimum, include the following:

       - Performance measurement indicators for complaints registered in the "SAMACARES" System.

       - Performance measurement indicators for complaints received directly by the bank.

       - Compliance of relevant departments with the service level agreement.

       - Common complaints during the period.

       - Challenges faced by the administration and the approach to addressing them.

1. The unit must continuously raise customer awareness through all available bank channels and implement annual plans for financial awareness and education. These plans should include, at a minimum: products and services and their risks, fraud, savings, and financial planning.
2. The unit must continuously inform customers about all channels for submitting complaints and their right to raise complaints and inquiries. It should also inform them about the possibility of requesting credit advisory services, in cases where the bank is not obligated to provide a credit advisor.
3. Unit employees are prohibited from contacting customers for the purpose of marketing the bank's products and services.

4. The unit should submit semi-annual reports to the administration manager for forwarding to the CEO, which should include the following:
    

   - The number of contacts received by the unit.

   - The types of consultations provided to customers.

   - Measurement of customer satisfaction regarding the appropriateness of the consultations provided.