Complaint to the Saudi Central Bank

The Saudi Arabian Monetary Authority is the highest regulatory body overseeing banking and financial activities in the Kingdom, and among its main core roles is protecting the rights of financial clients, ensuring the implementation of regulations and instructions by banks, finance companies, insurance companies, and other entities under its supervision. In this context, the Authority provides an official channel for submitting complaints to the Saudi Arabian Monetary Authority for any citizen or resident who believes that a financial entity has dealt with them unfairly, or has taken actions contrary to regulations, or has failed to fulfill its obligations towards them. When should one resort to submitting a complaint to the Saudi Arabian Monetary Authority? Before raising a complaint to the Saudi Arabian Monetary Authority, the client must first contact the concerned entity directly — such as the bank or finance company — and officially submit their complaint, whether via phone, email, or service centers, and these entities are obliged to respond within a period not exceeding 15 working days. If the period ends without a response, or if the response is unsatisfactory or incomplete, then the client has the right to approach the Saudi Arabian Monetary Authority and formally file a complaint. Here, the Authority intervenes as the regulatory body to resolve the dispute and ensure justice according to the legal frameworks. This step is considered the legal shield that protects the financial consumer from violations or errors that may occur by the service provider. Who has the right to submit a complaint to the Saudi Arabian Monetary Authority? The door is open to all categories, as long as there is direct financial dealings with a regulated entity, and any of the following categories can submit a complaint: the Saudi citizen harmed by banking or insurance services; the resident who has a bank account or financial dealings within the Kingdom; heirs or legal representatives of deceased clients; companies and commercial institutions harmed by financial dealings with a licensed entity. The Saudi Arabian Monetary Authority emphasizes in all its regulations that the complaint door is open and fair, and all applicants are treated equally without bias. Types of complaints accepted by the Saudi Arabian Monetary Authority The complaints that can be directed through a complaint to the Saudi Arabian Monetary Authority vary depending on the concerned entity and the type of service affected, including: Banking complaints: delays in opening accounts or freezing them without justification; illegal deductions from current accounts; errors in bank transfers or salaries; poor treatment by bank staff. Financing complaints: unjustified increase in monthly installments; lack of transparency in financing or Tawarruq terms; imposing late fees without prior notice. Insurance complaints: unexplained refusal to pay insurance claims; delays in issuing or amending insurance documents; applying exclusions not mentioned in the insurance contract. Credit card complaints: increasing the credit limit without customer request; charging fees on transactions not performed; delays in issuing or canceling the card. All these cases and more fall within the scope of issues that open the door to submitting a formal complaint to the Saudi Arabian Monetary Authority, under the protection umbrella it provides to anyone harmed. Approved channels for submitting a complaint to the Saudi Arabian Monetary Authority To facilitate ease of access and speedy procedures, the Authority has provided several official ways to submit a complaint, most notably: The "Sama Tahtam" electronic portal: through the official website https://www.samacares.sa where the complaint can be raised, documents attached, and its status followed up. The "Sama Tahtam" smart app: allows submitting a complaint via mobile phone easily, with features to follow responses and alerts. Email or official mailing address: complaints can be sent via the Authority's official mail when necessary, especially in cases requiring original documents. Personal visit to the Authority’s headquarters or one of its branches: if a direct presence is required, the complaint can be written and supported by documents and submitted to the nearest branch. The importance of clarity in the data in a complaint letter to the Saudi Arabian Monetary Authority When submitting a complaint to the Saudi Arabian Monetary Authority, it is essential that the letter is written clearly and precisely, free of ambiguity or confusion, as the Authority receives hundreds of requests daily, making precise organization of information crucial to speeding up the review of the complaint. The complaint letter should include the following: the full name of the complainant; national ID number or residence number; contact methods (phone number – email); the name of the bank or financial entity concerned; account number or document number related to the complaint; date of the incident or violation; a clear presentation of the facts; a direct request (refund amount – correction of error – cancellation of deduction... etc). All these elements help process the complaint quickly and efficiently, giving it an organized institutional character. Common reasons for submitting a complaint to the Saudi Arabian Monetary Authority When discussing the patterns of complaints, some problems recur noticeably and are a main reason for submitting a complaint, including: unjustified deductions from current accounts or credit cards; unexplained refusal to open bank accounts or finance requests; delays in issuing insurance documents or delaying payments; misleading clients with unclear or vague financial products; poor treatment by bank or insurance company staff; imposing additional fees without customer knowledge. All of the above constitute strong grounds for submitting a complaint to the Saudi Arabian Monetary Authority, as the Authority investigates such cases accurately and objectively. The formal style for drafting a complaint to the Saudi Arabian Monetary Authority A complaint to the Saudi Arabian Monetary Authority must be written in a formal language, respecting the recipient entity, and reflecting the maturity of the complainant, as serious and respectful phrasing enhances the credibility of the message and confirms that the sender understands the scope of the issue. At the end of each letter addressed to the Authority, it is preferable to use one of these closings: "We kindly request Your Excellency to study the complaint and take appropriate action to preserve rights according to the regulations of the Saudi Arabian Monetary Authority." or "I hope your esteemed institution will consider this complaint fairly and take the appropriate action against the concerned entity." Examples of drafting a complaint to the Saudi Arabian Monetary Authority The closing styles vary, and respect for the concerned party should be maintained; among the most prominent suggested phrases are: For banking issues: "I present to you this complaint to the Saudi Arabian Monetary Authority regarding the repeated deductions without right, and I hope necessary measures will be taken to refund the amounts and enhance transparency." For insurance disputes: "I submit to your esteemed authority this complaint due to the delay of the insurance company in paying my dues despite all legal procedures being completed." For unlawful practices: "I place before you this complaint to the Saudi Arabian Monetary Authority regarding an unjustified conduct by an employee of the financial entity, hoping that necessary action will be taken." Complaint about freezing a bank account without notice Dear Sir/Madam, Saudi Arabian Monetary Authority (Sama), Greetings, I inform you that my bank account number (××××××) at (Bank Name) was frozen on (date) without prior notice or legal justification. I have contacted the bank multiple times for an explanation but have not received a clear response. Therefore, I request your urgent intervention to lift the freeze on my account and inform me of the legal reasons for this action if any. Attachments: a copy of the national ID; bank statement; any correspondence with the bank. Name: ID number: Date: Complaint about unjustified deduction fees from the account Dear Sir/Madam, Saudi Arabian Monetary Authority (Sama), Subject: Complaint against bank (××××) for illegal deduction I am honored to submit my complaint against bank (Bank Name) due to deducting an amount of (×××× Riyal) from my personal account number (××××) on (date) under the item (name of fees), noting that these fees are not mentioned in the contract I signed with the bank, nor was I informed about them in advance. I request you to investigate this matter and oblige the bank to refund the deducted amount with appropriate compensation for the inconvenience caused. Attachments: a copy of the contract; bank statement showing the deduction. Name: ID number: Date: Complaint about refusing financing without clear reasons Dear Sir/Madam, Saudi Arabian Monetary Authority (Sama), Subject: Complaint against bank (××××) for refusing a financing request I submit my complaint against bank (Bank Name) for refusing my financing request number (××××) dated (date) without providing clear reasons or documents proving the lack of eligibility, even though I meet all the announced financing conditions of the bank. I request your intervention to find out the real reasons for the refusal and to reconsider my request if the refusal is unjustified. Attachments: a copy of the application; any documents proving my eligibility. Submitting a complaint to the Saudi Arabian Monetary Authority is not just an administrative procedure, but a legal right guaranteed by the Saudi financial system to protect clients from any violation, injustice, or breach of contract, and the success of resolving the complaint begins with its accurate formulation, supported by documents, and submitted through approved official channels. The Saudi Arabian Monetary Authority is a safety valve for the financial sector, demonstrating through its handling of complaints that it does not tolerate violations, nor does it neglect the voice of the citizen or resident. Therefore, a complaint to the Saudi Arabian Monetary Authority is an effective, systematic, and trustworthy means based on confidence in the integrity of the financial and regulatory system in the Kingdom. Frequently Asked Questions about a complaint to the Saudi Arabian Monetary Authority 1. What is the first step before submitting a complaint to the Saudi Arabian Monetary Authority? The complaint must first be submitted to the concerned entity (bank or insurance company) and wait for a response within 15 days; if they do not respond, or if the response is unsatisfactory, then a complaint can be submitted to the Saudi Arabian Monetary Authority. 2. Is submitting a complaint to the Saudi Arabian Monetary Authority free? Yes, submitting a complaint via the "Sama Tahtam" website is free of charge. 3. How long does it take to process a complaint to the Saudi Arabian Monetary Authority? Usually, it takes from 5 to 10 working days, and the duration may extend depending on the complexity of the complaint. 4. Can a complaint be submitted to the Saudi Arabian Monetary Authority via mobile? Yes, this can be done through the official "Sama Tahtam" app or the website. 5. Does the Saudi Arabian Monetary Authority guarantee the return of funds if harm is proven? If a violation is proven, the Authority obligates the concerned entity to restore rights or compensate the harmed party according to regulations and systems. Don't miss the opportunity! Request your service now from Ahbar Store — the first destination in Saudi Arabia for writing formal petitions, official letters, and complaints professionally and with high quality.