Step 1: Making a complaint
All complaints should be communicated via writing from the client or by fax or by e-mailer in the form of a telephone call or in the form of a complaint directly to the headquarters of the company through the following addresses:-
Olaya Road P.O box 395737 Riyadh 11375 KSA
Addressed to: Compliance Manager
Step 2: Making a complaint
The Company confirmed receipt of the complaint to the customer within two days of receipt of the complaint, where the company will provide to the customer serial number of the complaint to follow up the complaint.
Step 3: Investigating the Complaint
Within one day maximum the company will ensure the validity of the complaint and the extent of their reality and gather the facts. The investigation committee will rectify the problem within a maximum period of five working days from the date of the receiving the complaint, And the company makes a written response to the client shows him the actions that have been taken, In case of rectifying the complaints is taking more than five days, the company will be direct a written response to the client to explain to him this delay and the results based on the nature and complexity of the problem at issue.
Step 4 : Closing the Complaint
After taking corrective action or to clarify the company's position for the client, a ascertained of the safety measures must take places in the investigations, documenting the client's response to the complaint, in case of client is not satisfaction with the conclusion reached by the investigation committee, the previous procedures is repeat again