Based on the Banking Control Law issued by Royal Decree No. (M/5) dated 22/2/1386 H, the Finance Companies Control Law issued by Royal Decree No. (M/51) dated 13/8/1433 H, and the Cooperative Insurance Companies Control Law issued by Royal Decree No. (M/32) dated 2/6/1424 H, amended by Royal Decree No. (M/30) dated 27/5/1434 AH, as well as the Credit Information Law issued by Royal Decree No. (M/37) dated 5/7/1429 H, and in reference to SAMA's supervisory role over financial institutions under its oversight, and its continuous efforts to enhance financial inclusion and improve the level of services provided by financial institutions to their customers.

I would like to inform you that it has been decided that financial institutions must provide a toll-free number that allows customer segments to contact them from within the Kingdom using both landline and mobile phones, in addition to a phone number for contacting from outside the Kingdom (for banks and insurance companies only). This is for the purpose of submitting complaints, reports, and inquiries, alongside providing other communication channels and smart infrastructure for customers, such as online chat services or requesting a callback through the website. These numbers and services must be announced through all available channels – including but not limited to: (website, text messages, branches, social media) – with a requirement to provide us with the designated numbers and services within two months from this date.

According to Circular No. (67/68412) dated 14/11/1440 H, SAMA confirms that all operating banks in the Kingdom must be able to receive reports and observations regarding ATMs around the clock (24 hours) via the bank's toll-free number.