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customer engagement and responsible banking
customer care
alrajhi bank abides by its Customer Care Department Policy, of which the primary objective is to manage customer interactions received such as complaints and compliments through channels which are outlined in the Policy. This includes ensuring timely response, efficient execution and proper documentation of the responses aligning with the bank’s policies and principles aimed at serving customers. The Policy has been developed in compliance with SAMA guidelines on customer protection, and in accordance with the relevant circulars.
This Policy applies to all individuals working within the Customer Care Department, including both alrajhi bank employees and outsourced staff tasked with responsibilities outlined in the Policy.
The vision
alrajhi bank’s Customer Care Department always strives to provide its support and services to understand customer expectations, and provide suggestions and effective solutions to any kind of concerns they may face. When dealing with customers across all business levels, the Customer Care Department promises to treat customers fairly, honestly and with integrity, with extra attention provided to vulnerable groups. All customers are considered important to the bank; hence the Customer Care Department remains committed to building strong, long-lasting relationships with them. alrajhi bank understands that customer satisfaction is the key to its success, and strives to ensure customers are always satisfied.
About the policy
The Customer Care Department aims to deliver the best banking experience. The Department is constantly on the lookout for ways to improve banking services and products to meet customer needs. The Customer Care Department functions under the bank’s Board of Directors and reports directly to the highest executive position, the Managing Director & CEO of alrajhi bank. The department adheres to SAMA regulations in the handling of customer complaints, whereby every complaint is assigned a reference number followed by an SMS to the complainant to enable the customer to follow its progress. The complaint resolution handling follows SAMA’s specified Service Level Agreement (SLA), with customers updated with the progress as per the bank’s customer protection principles. The only expectations made are if the complaints are international.
Any communication or direct contact with the media during crises is strictly prohibited, aside from other internal policies including disclosure and social media policies. Hence, alrajhi bank may provide official statements that are provided by the CEO or their representative in coordination with SAMA. The Customer Care Department complies with the Business Continuity Policy and Crisis Communication plans, ensuring customer rights and transactions are protected. Complaints are bought to SAMA’s attention through SAMA CARE, an email address or telephone call.
Channels, customer segments and product services
The Customer Care Department serves several customer segments which provides support for a range of products and services, including:
- Current account products and services
- Loan products and services for all types
- tahweel products and services
- Channel related products and services
- Corporate and MSME current account products and services
Customer complaints are managed for all segments according to the policy, through approved channels
such as:
- Bank branches
- Website
- Mobile application
- Call centre
- Social media applications
- Fax
- SAMA CARE Website
This ensures efficient handling of complaints across all customer types and services provided by the bank.
The Customer Care Department is accredited by the ISO 10002 Standard for Quality Management in Customer Satisfaction, and the ISO 10004 Standard for Monitoring and Measuring Customer Satisfaction. Employees receive annual training within their work environment on how best to manage a customer complaint. The bank understands its responsibility as a leading financial institution in the Kingdom, to raise customer awareness of banking and financial services by developing the knowledge, skills and understanding of customers in terms of basic financial risks, and assisting them in taking effective decisions and guiding them on where and how to source accurate information.