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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) @ 黑料视频 | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

alex.den.21@genieai.co
Relevant legal definitions



































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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






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, 聽Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination, 聽Severance Pay, Governing Law, Entire Agreemen

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