For more information on Al Rajhi products and services, kindly contact one of our Customer Care Consultants using your preferred method below:
|States||Day||Revised Operating Hours|
(Except East Coast)
|Monday - Thursday||09.15 - 16.15|
09.15 - 16.15
Closed for Prayers
|Saturday, Sunday & Public Holiday||Closed|
|East Coast||Sunday - Thursday||09.15 - 16.15|
|Friday, Saturday & Public Holiday||Closed|
Customer satisfaction is important to us as we strive to provide the best possible services at all times. We value your feedback as they assist us to improve our products, services and customer service.
We want to hear from you
We would love to hear about positive experiences you have had with us. If we have delighted you and you would like to drop us a line:
• Email us at firstname.lastname@example.org
How a complaint can be made
If you are dissatisfied with the service provided by us, you may in the first instance consider speaking directly with the staff member/s you have been dealing with. If you are uncomfortable with this or consider the staff member is unable to address your concerns, you can lodge a complaint with us in one of the following ways:
• By calling our Customer Resolution at +603 2332 6000
• By writing to us : Manager, Customer Resolution
Level 17 Menara Chan
138 Jalan Ampang
50450 Kuala Lumpur
• In person by speaking to any of our customer service staff
The information you will need to tell us
When we investigate your complaint, we will be relying on information provided by you. We may need to contact you to clarify details or request additional information, where necessary. To help us investigate your complaint promptly and efficiently we will ask you for the following information:
• Your full name and contact details;
• The name of the person you have been dealing with, if applicable;
• Information about the complaint (excluding numbers and sensitive account information);
• Details of conversations you may have had with us that may be relevant to your complaint;
• Copies of documentations (if any) which supports your complaint
Note : For your security, please do not provide any confidential or personal account information.
Help when making a complaint
The person receiving or managing your complaint should provide you with any assistance you may need to make your complaint. However, should you need further assistance please contact our Customer Care Consultant at +603 2332 6000. or email us at email@example.com.
When taking a complaint, we will record your name and contact details. We will also record all details of your complaint including the facts and the cause/s of your complaint, the outcome and any actions taken following the investigation of your complaint. We will also record all dates and times relating to actions taken to resolve the complaint and communications between us.
As part of our on-going improvement plan, complaints will be monitored for any identifying trends by management and rectification/ remedial action taken to mitigate any identified issues.
Where a business partner of the Bank is involved, we may be required to speak with them to fully investigate your complaint.
ARBM is committed to resolving your issues at the first point of contact. However, this may not be possible in all circumstances, in which case a more formal complaints process will be followed.
Our complaint handling procedure is as follows:
Where possible, we will attempt to resolve your complaint at the first point of contact. If we are unable to resolve your complaint at the first point of contact, we will undertake an investigation of your complaint and provide you with our findings.
We understand that there could be instances where you may not be fully satisfied with how your complaint has been handled, or the resolution provided by us. You may seek to refer your case to the following redress channels:
Bank Negara Malaysia: BNM
Tel : 1-300-88-5465 (1-300-88-LINK) (Overseas: +603-2174 1717)
Email : firstname.lastname@example.org
Ombudsman for Financial Services: OFS
Tel : +603-2272 2811
Email : email@example.com
Agensi Kaunseling Dan Pengurusan Kredit: AKPK
Tel : +603-2616 7799
Securities Industry Dispute Resolution Centre: SIDREC
Tel : +603-2282 2280
Email : firstname.lastname@example.org