How to complain to Saudi Central Bank? SAMA

If you have a problem with a Bank, fintech company, or insurance company, you can complain to SAMA—the Saudi Central Bank.

• SAMA: Saudi Central Bank.

Types of companies under SAMA

The following 4 types of companies come under the Saudi Central Bank;

• Commercial Banks.
• Fintech Companies such as STCPay, UrPay, etc.
• Financing companies such as car leasing, housing loans, etc.

Requirements

To make a complaint with SAMA, you need to have;

• Absher account.
• Access to the mobile number registered with Absher.

Register a Complaint

Tiqmo blocked my account for no reason. Despite complaining to them several times, they did not reinstate my account. Finally, I made a complaint to the Saudi Central Bank in the following way;

• Open: https://con.samacares.sa/self-service/iamlogin
• Enter your Iqama Number.
• Approve Nafath Access.
• Enter your phone number.
• Verify the access with an OTP.

You have successfully logged into the SAMA account to register a complaint officially.

• Scroll down a little until you find the complaint form.
• Sector: Fintech Companies for Tiqmo/UrPay or STCPay.
• Product: Digital Account.
• Category: Suspended Account Dispute.
• Organization: Select the organization.
• Explain your problem in detail.
• Attach any documents to support your case.
• Agree to the terms and conditions.

Sample Complaint

I have a Tiqmo account with my phone number 055-2376205. I tried to transfer SR 4,500 to my husband’s account in Pakistan, but the transaction failed, and my account was blocked.

I complained to Tiqmo multiple times, but their phone line was unresponsive. Finally, someone responded and promised to fix the issue, but it’s been 10 days, and I haven’t heard back. 

I also tried contacting them on Twitter, but there was no response. I have SR 4,500 in my Tiqmo account and can provide the required documents, but no one has contacted me to resolve the issue.

You have successfully complained to the Saudi Central Bank against the bank or an insurance company. You will also receive an SMS confirming the receipt of the complaint. They are required to respond to your complaint within 5 working days.

Check SAMA Complaint Status

After the complaint is registered with SAMA, you can quickly check its status online. You will also receive an SMS when the bank responds to your complaint. To check the status,

• Open: https://con.samacares.sa/self-service/iamlogin
• Enter your Iqama Number.
• Approve Nafath Access.
• Enter your phone number.
• Verify the access with an OTP.

The SAMA system will show you the complaint status on the home page.