Your rights come first
A clear framework for fair, transparent treatment, information privacy, and effective complaint handling.
Regulatory oversight
The Saudi Central Bank supervises the Kingdom’s financial and banking sectors, including finance companies, to protect customers’ interests and support professional and fair treatment.
The principles aim to ensure fair, honest, and transparent treatment, help customers understand their rights and responsibilities, and make quality services accessible with clarity and ease.
The framework
Learn about the principles that guide financial institutions in their relationships with customers and protect customer rights.
Customers should be treated honestly and fairly throughout the relationship, with added care for people who may need additional support.
Information about terms, features, pricing, risks, rights, and responsibilities should be current, clear, accurate, and accessible.
Customers should be supported in understanding key risks, making informed financial decisions, and finding appropriate information.
Financial institutions should act professionally and provide the people and verified channels needed to protect customers’ interests.
Effective technical and supervisory systems should prevent, detect, and address fraud, embezzlement, and misuse.
Financial, credit, and personal information should be protected, kept private, and collected only for defined purposes.
Customers should have a clear, effective complaint channel, with issues reviewed and handled fairly without unnecessary delay.
Customers should be able to search and compare providers, products, services, and prices easily and clearly.
Third parties serving customers should follow applicable protection principles, while the financial institution remains accountable.
Written policies should identify, manage, and disclose potential conflicts of interest to the responsible authority.
Contact the customer care team through the contact page and official support channels.
Services and information
Move easily between financing information, customer support, and your rights.
Download the Sanad app for a clear digital experience from application through follow-up.
