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Inquiry about SAMA Complaints | How to Submit a Complaint and Your Full Rights

The Saudi Arabian Monetary Authority (SAMA) provides a comprehensive system for inquiries and complaints regarding financial and banking services provided by banks and other financial institutions. Citizens and residents in Saudi Arabia can utilize this system to ensure their rights and receive fair and organized financial services.

Submitting a Complaint Against a Bank to SAMA

If you encounter an issue with a bank or financial institution in the Kingdom, you can file a complaint with SAMA through the following steps:

  1. Contact the Bank First: Try to resolve the issue directly with the bank through available communication channels such as customer service or branches.
  2. Gather Necessary Documents: Keep all documents and correspondence related to the issue for submission when needed.
  3. Submit the Complaint Online: Visit SAMA’s website and use the “SAMA Care” service to file the complaint.
  4. Follow Up on the Complaint: You can track the status of the complaint via the website or by calling the designated customer service number at SAMA.

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Know Your Rights When Dealing with SAMA

It is essential to be aware of your rights when dealing with the Saudi Arabian Monetary Authority to ensure you receive the service you deserve. Key rights you should be aware of include:

  • Right to Information: You are entitled to receive all information related to the financial and banking services you deal with.
  • Right to File Complaints: You can file a complaint if you feel your rights have been violated or if you encounter a problem with any financial institution.
  • Right to Fraud Protection: SAMA provides measures to protect you from financial fraud and ensure the safety of financial transactions.
  • Right to Quick Response: You are entitled to receive swift and effective responses to your inquiries and complaints.

By following these guidelines, you can ensure you fully benefit from SAMA’s services and guarantee your rights as a consumer of financial services in Saudi Arabia.

Steps to File a Complaint with SAMA

The process of filing complaints with the Saudi Arabian Monetary Authority (SAMA) is structured to ensure customers’ rights in Saudi Arabia. Customers can file complaints related to banking and financial services through specific steps to ensure efficient and effective processing of the complaint.

How to Submit a Complaint to SAMA

To submit a complaint to the Saudi Arabian Monetary Authority, you can follow these steps:

  1. Contact the Relevant Entity First: Attempt to resolve the issue with the bank or financial institution through official channels such as customer service or branch visits.
  2. Prepare Necessary Information: Gather all documents and information related to the issue, such as receipts, messages, and any other supporting documents.
  3. Use the “SAMA Care” Platform: Visit SAMA’s website and use the “SAMA Care” service to file the complaint electronically. Ensure all required fields are accurately filled and provide a clear description of the issue.
  4. Submit the Complaint via the App: You can also use the “SAMA Care” app available on smartphones to file and track the complaint.
  5. Phone Contact: You can contact SAMA’s customer service via the unified number (8001256666) to file a complaint or inquire about how to file it.

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How to File a Complaint with SAMA

To file a complaint with SAMA, it is recommended to follow these guidelines to ensure efficient processing of the complaint:

  1. Clearly Define the Issue: Before filing the complaint, clearly define the issue and gather all evidence and documents supporting your case.
  2. Visit the “SAMA Care” Website: Go to the “SAMA Care” website and choose the type of complaint you wish to file.
  3. Fill Out the Complaint Form: Complete the electronic complaint form with the required information, including the details of the issue and supporting attachments.
  4. Track the Complaint: After filing the complaint, you can track its status through the website or the app. Ensure you review responses and updates periodically.
  5. Escalate When Necessary: If your issue is not resolved satisfactorily, you can escalate the complaint to higher levels within SAMA to obtain a fair solution.

By following these steps and guidelines, you can ensure an effective complaint submission to the Saudi Arabian Monetary Authority and obtain a suitable resolution for your financial or banking issue.

SAMA Reports: How to Submit and Follow Up

The Saudi Arabian Monetary Authority (SAMA) allows citizens and residents in Saudi Arabia to file reports and complaints against banks and financial institutions. This service aims to protect customers’ rights and ensure the provision of financial services according to the highest standards.

How to File a Complaint Against a Bank via SAMA

To file a complaint against a bank through SAMA, you can follow these steps:

  1. Attempt Internal Resolution First: Before approaching SAMA, try to resolve the issue directly with the bank through customer service or branch visits.
  2. Gather Necessary Information: Ensure all documents and evidence related to the issue are collected, such as payment receipts, correspondence, and any other supporting documents.
  3. Use the “SAMA Care” Platform: Visit the “SAMA Care” website, log in or create an account if you do not have one.
  4. Submit the Complaint Electronically: Complete the complaint form available on the website, specify the type of issue, and attach all required documents.
  5. Follow Up on the Complaint: After filing the complaint, you can track its status via the website or by contacting SAMA’s customer service.

How to File a Report with SAMA

To file a report with SAMA, follow these guidelines:

  1. Visit the “SAMA Care” Website: Start by visiting the “SAMA Care” website.
  2. Log In or Create an Account: If you do not have an account, create a new one using your personal details.
  3. Select the Type of Report: Choose the type of report you want to file from the list available on the website.
  4. Fill Out the Report Form: Complete all required fields in the report form, including details of the complaint or issue, and attach supporting documents.
  5. Submit the Report: After ensuring the accuracy of the entered information, submit the report and wait for confirmation from SAMA.
  6. Track the Report: You can track the status of the report through the website or via the “SAMA Care” app on smartphones.

By following these procedures, you can easily and effectively submit your reports and complaints to the Saudi Arabian Monetary Authority, ensuring your financial and banking issues are addressed appropriately and fairly.

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FAQs

What Documents Are Required to Submit a Complaint to SAMA?

To submit a complaint to the Saudi Arabian Monetary Authority (SAMA), it is necessary to gather the required documents to ensure efficient processing. Typically, the required documents include:

  • Complaint Form: Fill out the complaint form available on the “SAMA Care” website or through their app.
  • Customer Identification: A copy of the national ID for citizens or residence permit for residents.
  • Transaction Details: Copies of documents proving transactions related to the complaint, such as payment receipts, bank statements, emails, or text messages related to the transaction.
  • Previous Correspondence with the Bank: Copies of all previous correspondence with the bank or financial institution, including previous complaints, responses from the bank, and any attempts to resolve the issue.
  • Additional Supporting Documents: Any other documents that may support the complaint, such as contracts, agreements, or any other evidence that may help clarify the issue.

When filing the complaint through the “SAMA Care” website or app, you will find clear instructions on how to attach and submit these documents correctly. Ensure that all information and documents are reviewed before submission to guarantee a complete and accurate complaint.

What is the Processing Time for Complaints at SAMA?

The processing time for complaints at the Saudi Arabian Monetary Authority (SAMA) depends on the nature and complexity of the complaint. However, SAMA provides an approximate timeframe to ensure transparency and efficiency in processing complaints. Generally, the complaint processing stages can be divided into:

  • Initial Submission: Upon submitting the complaint through the “SAMA Care” website or app, the complaint is received and registered. The customer receives a reference number for tracking the complaint.
  • Complaint Review: SAMA reviews the complaint and the attached documents. Usually, a notification is sent to the customer confirming receipt of the complaint within a few days of submission.
  • Investigation: Investigating the complaint may require communication with the bank or financial institution to obtain more information and details about the transaction in question. This stage may take from 15 to 30 days, depending on the complexity of the complaint and the availability of information.
  • Final Decision: After completing the investigation, SAMA issues a final decision regarding the complaint. The customer is notified of the decision via email or text messages. Generally, the final decision is made within 30 to 45 days from the date of complaint submission.
  • Follow-Up and Escalation: If the customer is not satisfied with the decision, they can request a review of the complaint or escalate it to higher levels within SAMA.

It is important to note that this timeframe may vary depending on the nature of the complaint and the number of complaints received by SAMA at that time. To ensure the complaint is processed quickly, it is recommended to submit all necessary documents and information accurately when filing the complaint.

How Can I Track the Status of My Complaint Submitted to SAMA?

You can easily track the status of your complaint submitted to the Saudi Arabian Monetary Authority (SAMA) through several ways provided by the authority. Here are the steps and procedures you can follow:

Tracking Complaint Status Online

  • Visit the “SAMA Care” Website: Go to the “SAMA Care” service website sama.gov.sa.
  • Log In Using Your Personal Details: After logging in, go to the complaints section.
  • Enter the Complaint Number: Enter the complaint number provided when you submitted the complaint. The status and details of the complaint will appear.

Tracking Complaint Status via the App

  • Download the “SAMA Care” App: Download the “SAMA Care” app from the app store on your smartphone.
  • Log In: Log in using your account details.
  • Complaints Section: Go to the complaints section in the app and choose “Track Complaint.”
  • Enter the Complaint Number: Enter the complaint number to track its status and details.

Tracking Complaint Status by Phone

  • Contact Customer Service: Call the unified customer service number at SAMA: 8001256666.
  • Provide Required Information: Provide the customer service representative with your complaint number and necessary personal information to verify your identity.
  • Inquire About Complaint Status: Ask about the status of the complaint and any available updates.

Tracking Complaint Status via Email

  • Send an Inquiry: You can send an inquiry to the email address for the “SAMA Care” service (which can be found on the official website) to inquire about the status of the complaint.
  • Include the Complaint Number: In the email, make sure to include the complaint number and all necessary details for verification.

Tracking Complaint Status via Text Messages

  • Receive Notifications: Sometimes, you may receive updates on the complaint status via text messages on the registered phone number provided when submitting the complaint.
  • Reply to Text Messages: You can reply to text messages to get more information or ask additional questions.

By following these steps, you can easily track the status of your complaint submitted to the Saudi Arabian Monetary Authority and ensure your issue is handled efficiently and effectively.