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  • Objections and Complaints

    • Article (46)

      The consumer may object at any time against any negative decision or any information contained in his/her credit record if it was false, not updated, incomplete, or old and has already passed the stipulated period for keeping information in the credit record indicated in Article 19 thereof. The company, in this case, shall investigate the complaint free of charge within 30 days of the objection submission date.

    • Article (47)

      Investigation and review of complaints and objections shall be in accordance with the following procedures and timeframes:

       1.the company shall within 5 working days from the date of being informed with the complaint, inform the member who issued the objected negative information in a written form and mention all related information as well as all evidence and documents submitted by the consumer, and give the member no more than 10 working days to respond. If no response is received within 10 working days, this will be taken as valid evidence for supporting the consumer’s claim;
       2.the company shall take its decision within no more than 7 working days of receiving the member’s response or expiry of the period stipulated above;
       3.once the investigation proves partial or complete validity of the claim, or it is proven that the information cannot be verified, the company shall within 2 working days remove the objected information from the record or revise it, as the case may be; and
       4.the company shall not have the right to delete or revise any negative information in the consumer’s credit record once it is proven to be accurate.

    • Article (48)

       1.The company shall notify the objector with the actions taken to investigate his/her objection within at least 10 working days from the date of objection submission. 
       2.The company shall notify the objector in writing with the finding of the investigation within at least 5 working days from the date of taking the decision in this regard, including the following: 
        a.a copy of the revised consumer’s credit record if the objection has proven to be valid; and
        b.a Summary of the consumer’s rights according to the Law and its Implementing Regulations, if it is proven that the objection is invalid.

    • Article (49)

      The company shall refer to the objection raised on any information contained in every credit record it issues during the investigation period. If the investigation fails to settle the objection, the company may, on the request of the objector, undertake the following:

       1.refer to the objection in any subsequent credit record relating to the objector and including any objected negative information;
       2.include in the credit record a clear summary of the actual facts of the negative information objected as viewed by the objector; and
       3.notify, in writing, any party designated by the objector, which had obtained his/her credit record in the year preceding the objection regarding the submission of the objection if that record included any of the objected information.

    • Article (50)

      Once any information contained in the objector’s credit record has been deleted or modified, the company shall notify in writing such deletion or modification to any party defined by the objector that may have obtained his/her credit record during the year preceding the objection, and all licensed credit information companies that are contracted with the company.

    • Article (51)

      The member shall not have the right to re-include any negative information that has been deleted or modified in the consumer’s credit record unless decided by the Committee.

    • Article (52)

      The consumer may, if his/her objection is rejected, approach the Committee indicated in Article (14) of the Law to file a complaint for review and settlement.