The Unified Form for Responding to Complaints Received Through the “SAMACares” System
| No: 42006529 | Date(g): 22/9/2020 | Date(h): 5/2/1442 | Status: In-Force |
Translated Document
In reference to the instructions of SAMA under Circular No. 381000107382 dated 01/11/1438 H regarding the application of the service level agreement in handling complaints received through the “SAMACares” system. In view of the observations made during the last period regarding the quality of responses to complaints through the system.
In order for SAMA to quickly process complaints with efficiency and high quality and to contribute to preserving customers’ rights, all financial institutions subject to the supervision and control of SAMA must commit to using the format of the unified form to respond to complaints received through “SAMACares” system in accordance with the response classification as shown in the accompanying form.
SAMA also emphasizes the necessity of developing and activating the work of the Customer Care Department with the relevant departments, including creating and activating a service level agreement that guarantees the speedy handling of complaints within the periods specified in the instructions, and with high quality, and measuring the extent of compliance with this agreement periodically to ensure its effectiveness.
- Complaints received through “SAMACares” system by the customer:
First: If you use the “Missing Documents” feature to study the complaint or inquiry:
Dear customer: Greetings. Referring to the complaint submitted by you regarding your objection to (the customer’s complaint is specified in detail): 1. ........ 2. ........ We hope that you will kindly provide us with the following documents so that we can complete the necessary work: (All required documents and information that are not available at the financial institution shall be requested) 1. ....... 2. ....... |
Second: To benefit the customer after processing the complaint:
Dear customer: Greetings. Referring to the complaint submitted by you regarding your objection to (the customer’s complaint is specified in detail): 1. ...... 2. ...... We would like to inform you that the complaint has been handled... (By depositing the objected amount / reversing the amount / settling the contract / rescheduling.... etc., the corrective action shall be clarified, including all details and the date of the action). (The results of the complaint study shall be clarified and the customer will be provided with documents supporting the handling of the complaint) We would also like to inform you that we have communicated with you on …………. All your inquiries were answered and you were informed of the above results. |
- Complaints escalated to SAMA:
M/S SAMA Greetings. In reference to your request... (All that has been requested to handle the complaint shall be determined by SAMA).... We would like to inform you that the complaint has been handled...... (The results of examining the complaint shall be explained in detail and a reference shall be made to the text of the paragraph on which it is based in the “Instructions/Contract/Terms and Conditions... etc". The bank’s response shall be supported by documents establishing the validity of the handling in addition to answering SAMA’s note and attaching any requested documents) We would also like to inform you that we contacted the customer by telephone on...... at ......... He/she was informed of the results of handling the complaint. |