• Dear Customer,
• Your complaint will be handled according to the following procedure:

- The customer will be provided with a reference number and the specified processing time via an SMS to the mobile number registered with the bank.

- The customer will be provided with the relevant department responsible for handling the complaint/inquiry, through which the customer can contact them if needed for follow-up on the complaint or inquiry.

- The complaint/inquiry will be processed in accordance with the instructions issued by the Saudi Central Bank.

- The customer will be provided with the results of the complaint/inquiry resolution in detail, along with the necessary documents supporting the accuracy of the processing, through one of the verified channels, in addition to a clear and high-quality response to the inquiry.

- In case of dissatisfaction with the outcome of the complaint resolution, the customer must be provided with the escalation procedure, either within the bank or to the relevant authority, based on their preference.

• (*) Principles and Rules for Protecting Financial Institution Customers
• https://www.sama.gov.sa/ar-sa/LawsRegulations/Pages/ConsumerRulesAndRegulations.aspx