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| 24-Hour Customer Care Consultants |
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| For more information on Al Rajhi Bank products and services, kindly contact one of our Customer Care Consultants using your preferred method below:
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| Corporate Office |
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Al Rajhi Banking & Investment Corporation (Malaysia) Berhad
Ground Floor, East Block,
Wisma Selangor Dredging,
142-B Jalan Ampang,
50450 Kuala Lumpur,
Malaysia.
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| Media Enquiries |
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| Corporate Communications Department
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| Complaint Handling Procedure
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To make a complaint, follow the steps listed below:
Step 1: Click here to fill up the online complaint form
Step 2: You will receive an acknowledgement from us through your mobile phone
Step 3: Barring exceptional situations, you will receive a response from us within 14 days
Step 4: If you are not satisfied with the resolution offered, you can approach either:
a) Bank Negara Malaysia BNM
BNM Complaint Form
b) Financial Mediation Bureau FMB – Any person who is not satisfied with the decision of Al Rajhi bank on a
complaint/ claim/ dispute
c) Credit Counseling and Debt Management Agency CCDMA or AKPK for complaint involving restructuring of retail financing
d) Small Debt Resolution Committee SDRC for complaint involving restructuring/rescheduling of SME financing
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| Client Charter for Enquiries/ Complaints Handling
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Walk-In Enquiries/ Complaints
a. Serve walk-in customers within 10 minutes
b. For enquiries/ complaints which do not require investigation, resolve during the first visit
c. For complaints which require investigation, respond to customers every 3 days within a total period of 14 days
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Phone Enquiries/ Complaints
a. Dedicated helpline
b. Answer all calls within 20 seconds
c. For enquiries/ complaints which do not require investigation, resolve during the first call
d. For complaints which require investigation, respond to customers every 3 days within a total period of 14 days
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Written Enquiries/ Complaints
a. Send a written acknowledgment to customers via email on the same day upon receiving the complaint
b. Respond to customers within 14 days
c. Resolve all complaints in a fair and equitable manner
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