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A Payment Service Provider must ensure that Complaints are handled and addressed in a fair and timely manner, taking proper account of the provisions of the contract signed with the client, the Law and related regulations, rules, instructions, and circulars.
(2)
When a Payment Service Provider receives a Complaint, the Payment Service Provider must make every possible effort to address all points raised in a written reply to the Complaint or through means and channels that have been agreed upon between the Payment Service Provider and Payment Service User.
(3)
A Payment Service Provider must, at a minimum:
(a)
Have a role, function and channels that handle Complaints and operate a complaint handling system that facilitates the recording, tracking, categorization and status of Complaints and provide access to SAMA contact details for complaints handling;
(b)
Prepare Complaints handling policies, controls and procedures that adhere to all SAMA documents that regulate the relationships between a Payment Service Provider and its Payment Service Users;
(c)
Provide business phone numbers (landline and mobile) for Payment Service Users to contact free of charge from inside the Kingdom to report Complaints. A Payment Service Provider must publish those phone numbers and services on all channels it makes available to Payment Service Users;
(d)
Provide additional online communication channels, such as online live chat or the option for Payment Service Users to register their phone numbers online for Payment Service Provider representatives to contact them;
(e)
Submitting a document on the procedures for dealing with complaints and enabling clients to view them, provided that it includes the procedures for submitting a complaint and the required documents and an explanation of the channels and means available for submitting it.
(f)
Provide all necessary details to be used by the Payment Service User for following up on a Complaint;
(g)
Document the channel used to communicate with a Payment Service User about Complaints and retain details of each Complaint and its handling mechanism; and
(h)
Provide the information required by a Payment Service User who wishes to escalate its Complaint within the Payment Service Provider or to SAMA as a result of being dissatisfied with the result of the resolution of their Complaint and direct the Payment Service User to the relevant party.
(4)
A Payment Service Provider must adhere to the following timings when addressing a Complaint:
(a)
An acknowledgment of the Complaint must be sent within forty-eight hours of receipt.
(b)
A full reply must be provided within an adequate timeframe and at the latest ten calendar days after the day on which the Payment Service Provider received the Complaint.
(c)
If a full reply cannot be given for reasons beyond the control of the Payment Service Provider, the Payment Service Provider must send a holding reply, clearly indicating the reasons for the delay in providing a full reply to the Complaint and specifying the deadline by which the Payment Service User will receive a full reply, the reply shall not exceed 30 calendar days from the date of receipt of the complaint.
(5)
A Payment Service Provider must submit details of its Complaints handling procedures to SAMA. SAMA may review these procedures and direct it to alter or amend the complaints handling procedures in accordance with the requirements of applicable laws and regulations, rules, instructions, and circulars.
(6)
A Payment Service Provider must report to SAMA on an annual basis the Complaints that it has received from its Payment Service Users in such form as SAMA may direct.
(7)
In addition to the Payment Service Provider’s Complaints handling procedures, SAMA will maintain arrangements to receive Payment Service User Complaints. SAMA will consider such Complaints and may follow them up with a Payment Service Provider to determine any corrective actions to be taken. Further, SAMA may refer the Payment Service User to other competent authorities or entities for the purposes of addressing their Complaints.
