Customer Service Charter
Mandate
Al Rajhi Bank’s Customer Service Charter sets out our commitment to delivering high standards of customer service. It outlines the type of services we aim to provide, our contact details and procedures in dealing with complaints.
Our goal is to provide outstanding customer service by following up customer inquiries and requests in a quick and efficient manner. We believe that excellent customer relationships are the result of us working together by:
- Developing trust through open, honest and simple communication
- Being approachable and listening to customer views
- Treating our customer with fairness and respect, exhibiting friendliness
- Ensuring ease, expertise and efficiency when a customer deals with Al Rajhi Bank
- Strict adherence to Islamic principles
Our customer service levels are measured each year through our customer satisfaction survey. Our customer’s involvement in this is critical for both customer and the bank.
Our Service Goals
- Make Al Rajhi Bank the customer’s first choice for all their banking needs
- To be available to help, Saturday to Wednesday, from 8.00am to 5.00 pm in branches and offices. In addition, we will aim to provide 24-hour, 7-day access to Internet and telephone banking and a network of Automatic Teller Machines
- Provide the customer with clear, concise information about our products, services and the facilities suitable to them, the benefits, expectations, fees and charges that are applicable and delivery channels within our bank
- Have well-trained, helpful and friendly staff, that work for ultimate customer satisfaction
- Respond quickly and efficiently to customer requests
- Provide accessible premises, services and suitable auxiliary aids to customers with disabilities
- Provide assistance and service if customers are unable to speak English/Arabic
Getting Things Right
We value our customer’s feedback deeply, both positive and negative. If a customer has a complaint about something that has gone wrong, we want to know so we can make it right, and reduce the chance of it happening again. Our goal is to respond within 24 hours if a concern, complaint or compliment about any of our products and services is made. With more complex issues, we will inform our customers about the estimated time it may take to resolve.