The Central Bank is the authority responsible for monitoring and overseeing the banks licensed by it. It has regulatory powers that include framing and organizing matters related to the rights of customers of these banks and ensuring their care, based on the Saudi Central Bank Law issued by Royal Decree No. (M/36) dated 11/4/1442 H and its Article No. 4 of which states: "The Bank shall carry out its duties in accordance with the provisions of this Law, the regulations and policies issued by the Board, and best international standards and practices. To achieve its objectives, the Bank shall have all the necessary powers and carry out the following duties, powers, and competences: ...9 Issuing directives and developing procedures to protect consumers of financial institutions." Additionally, the Banking Control Law issued by Royal Decree No. (M/5) dated 22/2/1386 H and its amendments, which granted Central Bank the authority to set the conditions and requirements that banks must observe when dealing with customers.

Customer care, handling complaints, and financial education are among the key principles outlined in the Financial Consumer Protection Principles and Rules. This involves enabling customers to access complaint resolution mechanisms easily and enhancing their financial literacy and awareness through the bank. The bank should also facilitate customers' access to clear information regarding their protection, rights, and responsibilities. Moreover, the bank should establish appropriate mechanisms to help customers develop an understanding of the risks associated with the products offered by the bank, allowing them to make suitable choices based on their needs.

To achieve the goals related to the care of customers of banks operating in the Kingdom, the Central Bank issues these instructions, which represent the minimum standards that banks must adhere to in order to ensure due care for customers.