The bank is committed to safeguarding customers’ rights and promoting transparency and fairness in all financial transactions, in accordance with approved regulations and guidelines. The key customer rights and responsibilities include the following:
Customer Rights
- Receiving clear and comprehensive information about financial products and services before entering into any agreement.
- Reviewing the preliminary disclosure form, which outlines all fees, commissions, and associated costs.
- Ensuring the confidentiality of customer data and personal information.
- Receiving fair and professional treatment throughout all stages of the relationship with the bank.
- Submitting complaints, inquiries, and objections through the bank’s approved channels.
- Accessing suitable programs and tools designed to enhance knowledge, skills, awareness, and guidance—enabling customers to understand essential risks and make informed, effective decisions, along with identifying the appropriate sources of information.
- Benefiting from advanced and effective protection mechanisms that reduce the risks of financial fraud and misuse, ensuring the security of banking transactions.
- Having the ability to compare products and services, and enjoying smooth and flexible procedures for switching or terminating contracts in accordance with approved regulations.
- Being protected by clear policies and procedures that prevent and avoid any conflict of interest that may affect the fairness and integrity of banking transactions.
- Ensuring the protection of customer rights and confidentiality of their data when banking services are provided through agents or contracted third parties.
- Receiving appropriate care and accessible banking services for all segments of society, especially seniors, persons with disabilities, and individuals with limited income or education.
Customer Responsibilities
- Providing the bank with accurate and up‑to‑date information.
- Maintaining the confidentiality of banking data, passwords, and verification codes.
- Regularly reviewing banking transactions and notifications.
- Immediately reporting any suspicious or unauthorized transactions through the bank’s official channels.
- Reviewing and fully understanding the terms and conditions of products and services, including contracts, annexes, preliminary disclosure forms, and any document requiring approval or signature before agreeing to them.
Awareness and Fraud Prevention
The bank emphasizes the importance of not sharing confidential information or authentication codes with any party, and avoiding suspicious messages or links. Customers must contact the bank immediately if any fraudulent activity is suspected by calling:
- Within the Kingdom: 8001208000
- Outside the Kingdom: 00966920028000
Complaints and Inquiries
Customers may submit complaints and inquiries through the bank’s official channels, and they will be handled according to approved procedures and timelines.
Bank Channels:
- alinma App
- alinma Website
- alinma Phone: 8001208000
- alinma Branches
To view the Principles and Rules for Protecting Financial Institution Customers issued by the Saudi Central Bank, click here.