Customer Protection

1- The employee shall return any collected amounts that may arise due to an error (malfunction) to the account of the injured party without delay and without waiting for a claim and he is not entitled to benefit from it.

2- The employee must address the error towards the customer and all other customers who have been exposed to the same error, in the event that he is informed of any error as a result of a customer filing a complaint or claim, and he must complete this procedure within (5) working days from the date of determining the original error, and contact all customers Those affected are informed of the error and of the corrective measures that have been taken.

The finance officer, upon receiving customer complaints, must do the following:

1- Notifying the customer through secured means of communication of receiving the complaint and informing them of the shortcomings (if any) within (5 working days)

2- Providing the customer with the complaint number and contact data to follow up on the developments on the submitted complaint.

3- Respond with the results to the client within a period not exceeding (10 working days) from receiving the completed complaint.

4- Documenting the channel used to communicate with the complainant and keeping its records.