First: Complaints Handling Unit
| No: 44069265 | Date(g): 21/3/2023 | Date(h): 29/8/1444 | Status: In-Force |
Effective from Jul 15 2023 - Jul 14 2023
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- 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
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.
- The unit must handle complaints within a maximum period of 5 working days from the date of receipt from the customer.
- 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:
| Name of the Indicator | Description of the Indicator | Desired Objective* |
Customer Satisfaction Rate with Complaint Handling
| Number of Complaints Rated as Satisfied/Agreeable by the Customer Out of Total Complaints | Not Less Than 85% |
| Service Level Agreement Compliance Rate | Number of Complaints for Which the Bank Was Late in Processing Within the Regulatory Period Out of Total Complaints | Not Less Than 95% |
* The central bank may review and adjust the rates of the above indicators from time to time.