How to complain to Saudi Central Bank? SAMA

If you face a problem with a Bank or any other company which comes under Saudi Central Bank, you can make a complaint to SAMA.

• SAMA: Saudi Central Bank.

Types of companies under SAMA

The following 4 types of companies come under the Saudi Central Bank;

• Commercial Banks.
• Fintech Companies such as STCPay, UrPay, etc.
• Insurance companies.
• Financing companies such as car leasing, housing loans, etc.

Requirements

In order to make a complaint with SAMA, you need to have;

• Absher account.
• Access to the mobile number registered with Absher.
• Transaction Reference Number.
• Complaint Number registered with the company.

Register a Complaint

I made a local transfer from the UrPay application but the amount was not credited to Bank Al Bilad. I registered a complaint with UrPay but no action was taken. Finally, I made a complaint to the Saudi Central Bank in the following way;

• Open: https://my.samacares.sa/Pages/Public/Login.aspx
• Click on “National Single Sign-on“.
• Enter your Iqama Number and Absher password.

Now you have successfully logged into the SAMA account to officially register a complaint.

• Click on “Add New Case“.
• Agree to the terms and conditions.
• Select the sector such as bank or fintech company.
• Choose the product against which you want to complain.
• Regulated Entity: Bank or Fintech company to complain against.
• Select the category and sub-category carefully.
• Explain your problem in detail.
• Attach any documents to support your case.

You have successfully complained to the Saudi Central Bank against the bank or an insurance company. You will also receive an SMS confirming the receipt of the complaint. They are required to respond to your complaint within 5 working days.

Check SAMA Complaint Status

After the complaint is registered with SAMA, you can check its status online very easily. You will also receive an SMS as soon as the bank responds to your complaint. In order to do check the status;

• Open: https://my.samacares.sa/Pages/Public/Login.aspx
• Click on “National Single Sign-on“.
• Enter your Iqama Number and Absher password.
• Scroll down until you see the response from the bank.

Now you have two options to respond to the reply from the bank;

• Yes, I am satisfied and would like to close my case.
• No, I am not satisfied and would like to escalate my case to SAMA.