Based on the Bank Monitoring System issued by Royal Decree No. (M/5) dated 1386/2/22 AH, the Financing Companies Monitoring System issued by Royal Decree No. (M/51) dated 1433/8/13 AH, and the Cooperative Insurance Companies Monitoring System issued by Royal Decree No. (M/32) dated 1424/6/2 AH, amended by Royal Decree No. (M/30) dated 1434/5/27 AH, as well as the Credit Information System issued by Royal Decree No. (M/37) dated 1429/7/5 AH, and in reference to the Central Bank'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 clients.

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, financial institutions, and insurance companies only). This is for the purpose of submitting complaints, reports, and inquiries, alongside providing other communication channels and smart infrastructure for clients, 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. (68412/67) dated 1440/11/14 AH, the Central Bank reaffirms that all operating banks and financial institutions 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.