When issues with your bank remain unresolved, Saudi banks offer structured processes for filing complaints and escalating them if needed. Knowing these steps can help ensure that your concerns are addressed promptly and effectively.
How to File Complaints with Your Bank
Contact the Bank Directly Banks have dedicated customer service teams to handle complaints. You can reach them by phone, visit a branch, or use digital methods like email or the bank’s mobile app. This flexibility allows you to choose the most convenient option, especially for urgent matters.
Document the Issue Keep detailed records of your complaint, including dates, times, and names of bank representatives involved. This documentation is valuable for follow-ups and provides proof of your interactions, especially for complex issues.
Follow Up on Pending Complaints Banks typically provide an estimated timeframe for resolving complaints (usually 10 to 15 business days). If the issue isn’t resolved within that time, follow up with the bank. You may need to speak with a manager or request a senior representative to expedite the resolution.
Formal Written Complaints For serious issues, like financial discrepancies or suspected fraud, banks may require a formal, written complaint. You can submit this via email or in person at a branch. Written complaints ensure that your issue is documented in detail, allowing the bank to conduct a thorough investigation.
Contacting the Saudi Arabian Monetary Authority (SAMA) for Dispute Resolution
If your bank doesn’t resolve your complaint satisfactorily, you can escalate it to the Saudi Arabian Monetary Authority (SAMA). SAMA regulates banking in Saudi Arabia, ensuring banks operate fairly and uphold consumer rights.
When to Involve SAMA If your issue remains unresolved or the bank hasn’t provided an acceptable solution, escalate it to SAMA. SAMA mediates unresolved disputes and provides an unbiased platform for customer grievances.
How to File a Complaint with SAMA
Visit the Consumer Protection section on SAMA’s official website for a guide on submitting complaints.
Complete the online complaint form with details about the issue, the bank involved, and any supporting documentation (such as emails, receipts, or written complaints submitted to the bank).
SAMA reviews the complaint, investigates the issue with your bank, and works to reach a fair resolution for both parties.
Expected Response Time SAMA usually reviews complaints within a few weeks and keeps customers updated throughout the process. They will communicate findings and proposed solutions to both the customer and the bank, providing a transparent resolution framework.
Bank-Specific Escalation Channels
Before involving SAMA, it’s beneficial to use all internal escalation channels within the bank. Many banks have dedicated dispute resolution teams or formal escalation forms for handling serious complaints. Exhausting these internal channels first can sometimes speed up the process, as banks often prioritize resolving escalated cases to avoid external involvement from authorities like SAMA.
By understanding the full complaint resolution process—from internal bank support to SAMA’s mediation—customers can ensure they take the necessary steps to have their concerns addressed effectively.