business ethics

Business ethics at alrajhi bank are embedded in its overall governance and day to day decision making, with integrity, transparency and Shariah-compliance forming the basis for how the bank conducts its business and manages stakeholder relationships. Ethical expectations are communicated through formal policies and oversight structures, but are also reinforced through culture, training and regular employee affirmations of the Code of Conduct.

The bank maintains a comprehensive compliance and ethics framework that aligns with regulatory requirements, including SAMA’s Compliance Principles, and applies to all employees, international branches, subsidiaries and relevant third parties. This framework covers areas such as anti money laundering and counter terrorist financing, anti bribery and corruption, conflicts of interest, fair treatment of customers, and protection of confidential information, with a dedicated Compliance Group, who is directly responsible for six core business units, namely:

The Compliance Group assists senior management in managing non-compliance risks, by examining policy breaches, assessing remediation plans, and confirming that internal controls remain robust and effective.

The bank’s commitment to high ethical, moral and statutory standards cascades from the Board of Directors and Senior Management to employees across all levels, with all staff expected to uphold these standards in their interactions with customers, colleagues and other stakeholders. Compliance is treated as an integral part of operations, and employees act as the front line in identifying and escalating potential compliance risks or violations, supported by regular training on relevant principles and responsibilities.

This approach is accompanied by a clear code of conduct, whistleblowing channels, and a stated non-retaliation stance that together foster an open communication culture and support early identification and remediation of issues. Collectively, these measures help the bank protect its reputation, strengthen stakeholder trust and promote sustainable, responsible growth in line with its Shariah values and governance commitments.

Grievance management

Grievances or complaints relating to money laundering can be lodged through alrajhi bank’s official customer complaint channels. These channels are available to all customers and external parties and are handled in accordance with the bank’s governance and compliance framework. Complaints may be submitted through: Customer Care Hotline.

• Customer Complaints Email: CCC@alrajhibank.com.sa
• Online Complaints Portal: Available on the bank’s official website under “Customer Care/Complaints”.

All grievance cases are logged, reviewed, and escalated to the relevant compliance functions as required.

The Whistleblowing as well as Anti-Bribery and Corruption functions are responsible for managing the investigation process and have unrestricted access to any information required for this purpose, including confidential data. Corrective actions are determined based on the nature of each incident and may relate to one or more of the following dimensions: people, process and technology. Where appropriate, disciplinary action is taken against responsible employees in line with

ARB’s Code of Conduct, and/or relevant processes or technologies are adjusted to prevent recurrence, in accordance with SAMA Whistleblowing Regulations. All such cases are recorded in systems and shared drives with restricted access and are reported periodically to the Board of Directors and the Audit Committee.

The toll-free number for fraud and complaints

800-124-4455

Compliance with laws and regulations