| | 1. | The payment service provider shall verify the mechanism for dealing with and addressing complaints in a fair and timely manner, taking into account the provisions of the contract signed with the client, and taking into account compliance with the provisions of the Law and all relevant regulations, rules, instructions and circulars. |
| | 2. | The payment service provider shall, upon receiving any complaint, exert all effort to address all aspects of the complaint and include the same in responding thereto in writing and according to the means and channels agreed upon with the payment service user. |
| | 3. | The payment service provider shall, as a minimum, take the following measures: | A. | Establish a function, means and channels to receive and deal with complaints and manage the system for receiving the same in a way that makes it easier for clients to submit, follow up on and classify complaints and determine their status, taking into account including details of communication with SAMA to address complaints. | | B. | Develop the policies, controls and procedures necessary to deal with and address client complaints, taking into account all that is issued by SAMA regarding regulating the relationship between the payment service provider and the payment service user. | | C. | Provide free telephone contact numbers, fixed and mobile, within the Kingdom for payment service users to submit complaints, in addition to publishing the same and clarifying the services provided through them on all channels available to payment service users. | | D. | Provide additional communication channels via the Internet, such as direct chat or contact information registration forms for clients, provided that they are contacted by representatives of the payment service provider. | | E. | Provide a document of procedures for dealing with complaints and enabling clients to view it, provided that it includes the procedures for submitting complaints and the required documents and clarifies the channels and means available for submitting the same. | | F. | Provide all necessary information to enable payment service users to follow up on their complaints. | | G. | Record and save all complaints, the means used to communicate with payment service users regarding the same and the mechanism for resolving such complaints. | | H. | Provide the necessary information to the payment service user, who wishes to submit his complaint to the payment service provider or to SAMA, as a result of his dissatisfaction with the result of resolving his complaint, in addition to giving him directions with regard to the party concerned with handling the same. |
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| | 4. | The payment service provider shall adhere to the specified period for addressing the complaint, according to the following measures: | A. | The payment service provider shall send the client a confirmation of receipt of the complaint within forty-eight hours of receipt. | | B. | The payment service provider shall provide a completed response within an appropriate period not exceeding ten calendar days, as a maximum, from the date of receipt of the complaint. | | C. | If it is not possible to provide a completed response for reasons beyond the control of the payment service provider, he shall send a brief response that clearly indicates the reasons for the delay regarding providing a completed response to the complaint and shall specify therein the deadline for providing the payment service user with the completed response, provided that the specified deadline does not exceed thirty calendar days from the date of receipt of the complaint. |
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| | 5. | The payment service provider shall submit a complaint handling procedure document to SAMA, and the latter may order the payment service provider to change or amend the same in accordance with the requirements of the relevant laws, regulations, rules, instructions and circulars. |
| | 6. | The payment service provider shall provide SAMA with an annual report on complaints from the payment service users, as determined by SAMA. |
| | 7. | In addition to the complaint handling procedures in relation to the payment service provider, SAMA shall make the necessary arrangements to receive, consider and follow up on the complaints from the payment service users, when necessary, with the payment service provider to impose any corrective measures on the service provider. SAMA may further refer the payment service users to the competent authorities for handling their complaints. |
