In addition to SAMA instructions to establish a specialized department under the name Consumer Care at banks and insurance companies under the supervision of SAMA, financing companies working across the Kingdom were obligated to establish an independent department under the name 'Consumer Care Department'. This is for the purpose of developing financing sector and promoting the quality of its services and products. SAMA emphasized that the establishment of this department must be in accordance with the specific regulations and be administratively attached to the chief executive officer or the general manager or the direct representatives, with emphasis on not being administratively linked to any other administrations of company, especially the legal or regulatory department. SAMA statement comes according to Article 21 of the Financing Control Law issued on the Royal Decree No. 51/m dated 1433/08/13H, which stipulated, "SAMA shall supervise the financing companies and exercise its power under the provisions of this Law and its Regulation.

In accordance with the regulations of the establishment of the Consumer Care Department, SAMA stressed to the financing companies to give the department the powers, technical, financial support and needed cadres to perform its responsibilities and duties and to obtain, in writing, a permission for the appointment of a director. 

According to the regulations of the establishment of the new department, SAMA emphasized on the financing companies to provide multiple channels to receive to receive clients complains and inquiries that enable them to communicate with the company easily and conveniently at the right times, obtain required information and to follow up their complaints and provide clients with a specific reference when submitting the complaint. The department must also has the technical systems that support accepting and documenting complaints procedures and its status. Moreover, these systems should be applicable to automatic direct link to any database established by SAMA for control purposes.

SAMA instructed financing companies to enable clients to evaluate complaints resolutions service and to document that in the system. Moreover, SAMA insisted on the department to work on developing measures mechanism with the relevant departments including Services Level Agreements and escalation mechanism to ensure that complaints are processed within the statutory periods. Noting that this mechanism is technically activated and to gauge department compliance.

SAMA urged financing companies to immediately take the necessary steps to ensure full compliance with regulations and by 2018/11/01. This is the minimum of what companies are obliged to consider. In addition, they must continue working on developing internal procedures in accordance with international best practices. Noting that SAMA will take all measures toward the uncompliant companies.