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Complaints Handling Policy

Complaints Handling Policy Template for Saudi Arabia

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Key Requirements PROMPT example:

Complaints Handling Policy

"I need a Complaints Handling Policy for a Saudi Arabian retail bank, compliant with SAMA regulations, with specific focus on digital banking complaints and a requirement to handle complaints in both Arabic and English."

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Document background
The Complaints Handling Policy serves as a crucial operational document for organizations operating in Saudi Arabia, establishing standardized procedures for managing customer grievances effectively and fairly. This document becomes essential as organizations seek to align with Saudi Vision 2030's emphasis on service excellence and consumer protection. The policy incorporates requirements from various Saudi Arabian regulatory frameworks, including the Consumer Protection Law and SAMA guidelines where applicable. It provides comprehensive guidance on complaint receipt, investigation, resolution, and reporting, while ensuring compliance with local regulations and cultural considerations. The document is particularly important for organizations seeking to demonstrate their commitment to customer service excellence and regulatory compliance in the Saudi Arabian market.
Suggested Sections

1. Purpose and Scope: Defines the objective of the policy and its application scope within the organization

2. Policy Statement: Clear statement of the organization's commitment to effective complaints handling and customer satisfaction

3. Definitions: Key terms used throughout the policy including definition of 'complaint', 'complainant', 'resolution'

4. Principles: Core principles guiding complaints handling (fairness, accessibility, responsiveness, efficiency, privacy)

5. Complaints Handling Process: Step-by-step process for receiving, recording, and handling complaints

6. Timeframes: Specific timeframes for acknowledging and responding to complaints

7. Documentation Requirements: Requirements for recording and maintaining complaints records

8. Staff Responsibilities: Roles and responsibilities of different staff members in the complaints handling process

9. Escalation Procedures: Process for escalating unresolved complaints or serious issues

10. Resolution and Closure: Process for resolving complaints and criteria for closing complaint cases

11. Reporting Requirements: Internal and external reporting requirements for complaints data

12. Policy Review: Frequency and process for reviewing and updating the policy

Optional Sections

1. Language Requirements: Section specifying requirements for handling complaints in both Arabic and English, recommended for organizations serving diverse populations

2. Digital Complaints Handling: Procedures for managing complaints received through digital channels, recommended for organizations with online presence

3. Industry-Specific Requirements: Additional requirements specific to certain industries (e.g., financial services, healthcare)

4. External Dispute Resolution: Information about external dispute resolution bodies and processes, recommended for regulated industries

5. Special Categories of Complaints: Procedures for handling sensitive complaints or those requiring special attention

6. Customer Rights and Obligations: Detailed section on customer rights and responsibilities in the complaints process

Suggested Schedules

1. Complaint Form Template: Standard form for recording complaints including all necessary fields

2. Complaint Categories Matrix: Classification system for different types of complaints and their handling requirements

3. Escalation Matrix: Detailed hierarchy and contact information for complaint escalation

4. Response Time Standards: Detailed breakdown of response time requirements for different complaint types

5. Staff Training Requirements: Required training modules and competencies for staff handling complaints

6. Regulatory Reporting Templates: Standard forms and formats for regulatory reporting of complaints data

Authors

Alex Denne

Head of Growth (Open Source Law) @ Genie AI | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Linkedin in social icon imageX social icon image
alex.den.21@genieai.co
Relevant legal definitions
Complaint
Complainant
Resolution
Escalation
Service Request
Feedback
Root Cause
Serious Complaint
Complaint Register
Investigation
Response Time
Working Days
Acknowledgment
Alternative Dispute Resolution
Appeals Process
Authorized Representative
Compensation
Confidential Information
Customer
External Dispute Resolution
First Point of Contact
Grievance
Internal Review
Material Complaint
Non-Material Complaint
Policy Owner
Quality Assurance
Regulatory Report
Resolution Time
Senior Management
Service Level Agreement
Systemic Issue
Third Party
Urgent Complaint
Vexatious Complaint
Clauses
Purpose and Scope
Policy Statement
Definitions
Regulatory Compliance
Accessibility and Language
Confidentiality and Privacy
Complaint Lodgment
Assessment and Classification
Investigation Procedures
Response and Resolution
Escalation Procedures
Documentation and Record Keeping
Reporting Requirements
Staff Training and Competency
Quality Assurance
Review and Improvement
Roles and Responsibilities
Communication Standards
Timeframes and Service Levels
Customer Rights and Obligations
Data Protection
External Reporting
Appeals Process
Special Handling Procedures
Governance and Oversight
Relevant Industries

Financial Services

Retail

Healthcare

Telecommunications

Transportation

Hospitality

Education

Professional Services

Real Estate

Manufacturing

E-commerce

Insurance

Government Services

Construction

Technology

Relevant Teams

Customer Service

Quality Assurance

Legal and Compliance

Operations

Risk Management

Training and Development

Customer Experience

Call Center Operations

Branch Operations

Internal Audit

Corporate Communications

Human Resources

Process Improvement

Senior Management

Relevant Roles

Customer Service Manager

Quality Assurance Director

Compliance Officer

Operations Manager

Customer Experience Director

Risk Management Officer

Branch Manager

Call Center Supervisor

Customer Relations Executive

Legal Counsel

Training Manager

Chief Operating Officer

Service Delivery Manager

Regulatory Affairs Director

Customer Support Representative

Industries
Consumer Protection Law (Royal Decree No. M/75): Fundamental law protecting consumer rights in Saudi Arabia, including the right to file complaints and seek redress for defective products or services
SAMA Consumer Protection Principles: Saudi Central Bank (SAMA) guidelines establishing principles for handling customer complaints in financial institutions, which serve as best practice guidelines for other sectors
Commercial Courts Law (Royal Decree No. M/93): Governs commercial disputes and provides framework for handling business-related complaints and dispute resolution
E-Commerce Law (Royal Decree No. M/126): Regulates electronic transactions and includes provisions for handling online complaints and dispute resolution
Anti-Commercial Fraud Law (Royal Decree No. M/19): Provides framework for handling complaints related to commercial fraud and misrepresentation
Competition Law (Royal Decree No. M/75): Contains provisions relating to fair business practices and handling complaints about anti-competitive behavior
Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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