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Final Provisions

No: 44069265 Date(g): 21/3/2023 | Date(h): 29/8/1444 Status: In-Force
  1. These instructions are considered a minimum standard for what the bank must do to ensure due diligence in customer care and handle complaints and inquiries efficiently and with high quality. They are closely related to the Financial Consumer Protection Principles and Rules.
  2. Without prejudice to the provisions outlined in the Principles of Internal Auditing for Local Banks Operating in Saudi Arabia, as well as the Principles of compliance for commercial banks operating in the Kingdom of Saudi Arabia; the management must undergo annual review and audit by the Internal Audit Department and the Compliance Department.
  3. The management must obtain and renew annually the Customer Complaint Management System certification (ISO 10002), in addition to applying the international standard (ISO 10004) related to measuring and monitoring customer satisfaction.
  4. These instructions replace the controls for establishing complaint units issued under the Central Bank circular number (351000145194) dated 26/11/1435 H.
  5. All provisions of these instructions shall be effective from the date 15/07/2023 G.