Complaints

All complaints are sent to the Compliance and Compliance Officer in writing, at the email compliance@dinar.sa, who in turn notifies the customer of receipt of the complaint in addition to the company’s procedures for considering the complaint.

- The company seeks to settle and resolve complaints within 60 days of receiving them, and within 30 days of receiving the complaint, the customer will be contacted either:

• A response letter, stating that the matter is still under investigation.
• Send a final response, explaining how to resolve the complaint.

- If the complaint is not resolved within 30 days from the date of receipt, then within 60 days from receipt of the complaint, the customer will be sent either:

• Final response.
• Another response, explaining why the matter is still under review as well as the expected time frame for a resolution.

- After completing the complaint, the company will immediately do the following:

• Informing the complainant in writing of the settlement and resolution of the complaint.
• Providing the complainant with clear conditions for treatment, if any.
• Commitment to the terms of compensation if the complainant accepts them.