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Fkah

Complaints

How to make a complaint

One channel, a reference number, a stated deadline, and a route to escalate if our answer does not satisfy you.

The complaints channel is open to every customer and to anyone who deals with us.

It takes anything about our services, about this website, about how we handle your personal data, about a marketing message you received from us, or about the conduct of anyone acting in Fkah's name.

Last updated: 9 September 2026

How to reach us

Use whichever suits you. The form is the fastest and gives you a reference number immediately.

  • Form

    The form on this page. It issues a reference number the moment you send it.

  • Email

    Send the details of the complaint and how to reach you.

    [xxx]

  • Phone

    Sunday to Thursday, during working hours.

    [xxx]

  • National address

    For correspondence by post.

    [xxx]

Complaint form

There are deliberately few fields. Tell us what happened in your own words, and when.

Your reference number

Every complaint gets a reference number as soon as we receive it, shown on screen. We do not send it by email or SMS.

Copy it or write it down before you leave the page: you need it to follow the complaint, and you will be asked for it at any later escalation. A person replies within the deadlines below.

Tell us what happened. You get a reference number the moment you send it.

We acknowledge within two working days and resolve within ten working days.

Tell us what happened and when. Do not send bank account or card numbers through this form.

We keep them for as long as it takes to reply and to meet our record-keeping duties, then delete them.

Security check

Our deadlines

Acknowledgement
Within two working days of the complaint being made.
Handling and reply
Within ten working days. If a complaint needs longer, we tell you why and give you a new date before the deadline passes.
Closure
A complaint is closed only after you have been told the outcome and the reasons for it in writing.
Language
We reply in the language the complaint was made in, Arabic or English.
Cost
Making and following a complaint is free.

If our answer does not satisfy you

You have the right to escalate. This is the usual route for financial complaints in the Kingdom, in order.

  1. Ask us to look again

    Within thirty days of our reply, quoting your reference number and saying why the answer does not stand.

  2. SAMA Cares

    The Saudi Central Bank's channel for complaints about financial service providers. Used after the provider has had its chance to answer.

  3. Committee for Resolution of Finance Disputes

    The judicial body for financial disputes, once the route above is exhausted.

When you escalate

Fkah [xxx] is licensed by the Saudi Central Bank under Licence No. [xxx] and is subject to the supervision and control of the Saudi Central Bank. Quote your reference number and our licence number when you take a complaint to SAMA Cares.

Contact details

Links and contact details for both bodies are published from their own official sources: [TODO]

What we record

We record the text of the complaint, its date, the steps taken, the final reply, and the date it closed.

Complaint data is used to handle the complaint and to meet our record-keeping duties. It is never used for marketing.

Retention period for complaint records: [TODO — counsel]

A warning

We never ask you for a password, a one-time code, a card number, or a transfer of money. If somebody asks for any of those in Fkah's name, it is not us — tell us through this page.