The unified form for responding to complaints received through the “SAMACares” system
| No: 42006529 | Date(g): 22/9/2020 | Date(h): 5/2/1442 |
Effective from 2020-09-22 - Sep 21 2020
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The unified form for responding to complaints received through the “SAMACares” system
42006529 Issuance Date 22/09/2020
Reference is made to the instructions of the Central Bank notified pursuant to Circular No. 381000107382 dated 01/11/1438 AH 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 the Central Bank 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 the Central Bank must commit to using the format of the unified form to respond to complaints received through the “SAMACares” system in accordance with the response classification as shown in the accompanying form.
The Central Bank 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 the “SAMACares” system by the customer:
I: If you use the “Missing Documents” feature to study the complaint or inquiry:
Dear customer: Greetings. Reference is made 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. ....... II: To benefit the customer after processing the complaint: Dear customer: Greetings. Reference is made 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 Central Bank Greetings. In reference to your request... (All that has been requested to handle the complaint shall be determined by the Central Bank).... 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 the Central Bank’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. |