Help and customer support

Complaint process

At SCSA we are dedicated to providing our clients with the highest level of proficiency and quality in delivering our services. In order to reach your expectations, please let us know if you have any comments or complaints you wish to disclose.

Accordingly, the following instructions detail the process of the formal complaint reporting.

What is the complaint?

The complaint is an expression of dissatisfaction with the level of our services and products, by providing a report explaining the objections or remarks toward the services, where the statement includes all needed information of the case.

How to make a complaint

You can report a complaint through one of the following channels:

• via e-mail through: Complaints.SCSA@sc.com
• via fax through: + 966112739022
• In person, by submitting the complaint to one of our team members at SCSA office during the official working hours from Sunday to Thursday from 9:00 am to 5:00 pm.

Timeframe for complaint settlement

The Complainant will receive a reply within 10 working days from the date of the complaint submission, with a statement of the taken action, and the expected date of settlement. We will contact the complainant regularly until the complaint has been resolved.

In the event that the complaint may take longer to be resolved due to its nature, the complainant will receive a notification within 10 working days from the date of the complaint submission, explaining the issue and an approximate date for closing the complaint.

General provisions

If the complainant is not satisfied with the settlement, he/she may contact The Capital Market Authority by visiting its website: www.cma.org.sa or directly through: http://www.cma.org.sa/Ar/FormsSite/Pages/HowtoFileaComplaint.aspx
Providing all necessary details of the complaint will help in solving the problem effectively.