If we got it wrong, we want it in writing.
A complaint is not a nuisance — it's the only reliable signal that a process is failing. Here's exactly how to raise one, what we have to do about it, and where to go if you're still not satisfied.
These are set by the Saudi Central Bank (SAMA) in its Debt Collection Regulations and Procedures for Individual Customers, and they apply to SAMA-supervised creditors. They are not favours, and they are not ours to waive.
Only you, or a guarantor on the debt
A creditor, or anyone collecting for it, may contact only you or a guarantor on the same debt — not your family, your neighbours or your employer. Not once.
No visits to your home or workplace
Not for any reason. If someone does come to your home or your workplace, that is worth raising — with us, and with the creditor the debt is owed to.
Official working hours only
Not late at night, not on your day off.
A limit on how often
A maximum of ten calls in any thirty days per financing product. Having several products does not raise the limit on each.
You must be told who is calling, and that it's recorded
The creditor's name, the department, a callback number, working hours and the employee's name — and that the call is being recorded.
Nothing hidden on the envelope
No letter may carry any marking that identifies it as debt collection to anyone who sees it.
While your complaint is open, the chasing stops
You may not be reminded of the default while a complaint about it is still being resolved.
A written outcome, with reasons
Not a verbal brush-off. And if you're unhappy with it, you must be given the escalation route.
How to raise it
Tell us
Call 9200 31663 or email info@ebra.ai. Put it in writing if you can — it makes the record cleaner for both of us.
We log it and investigate
Your complaint is recorded electronically against your file with a reference number. We pull the call recordings and the message history.
You get a written outcome
With the reasoning behind it, and the escalation route if you disagree with it.
How long it takes
1 day
One working day from when it reaches us. Anything that arrives after the working day has ended, or over the weekend, is answered on Sunday.
What to include
- Your national ID or Iqama number
- The creditor the debt relates to
- What happened, and roughly when
- The phone number or email you were contacted on
- What you would like put right
Raise a dispute or a complaint
A few short questions. You don't need to know whether yours is a dispute or a complaint — answer what happened and we'll sort that out.
Takes about two minutes
If you're still not satisfied
Raise it with the creditor directly — the company the debt is owed to. If they are supervised by the Saudi Central Bank and you remain unsatisfied with their response, you can take the complaint to SAMA.
SAMACares — SAMA consumer protection
800 125 6666Free, 24 hours
Consumer Protection Department, Saudi Central Bank, Al-Ma'ather St., P.O. Box 2992, Riyadh 11169
Complaining costs you nothing
It won't change your settlement offer or your instalment plan, and we don't report anything to your credit record because of it. Raising one is never held against you.