Customer Rights & Duties

(V.1.2 - 29 July 2025)

Your Rights

1. To review the terms, conditions, and details of any product or service, and to seek thorough explanations, ensuring a clear understanding and the ability to comply.
2. To obtain a clear, comprehensive, and simplified explanation of financial services and products with different risk levels.
3. To obtain a professional and clear answer to any question concerning an ambiguous clause or condition.
4. To request the use of Arabic in any document, correspondence, or transaction with the institution.
5. To request to read and obtain in advance a copy of each document and text referred to in any contract to be signed with us.
6. To obtain and retain a copy of the contracts and documents signed, without bearing any additional cost.
7. To ask us to determine the actual cost of the product or service, including the method used to calculate the lending interest rate.
8. To obtain any product or service, provided it is suitable to your request, profile, and perception of the likely financial risks associated with the product or service.
9. To obtain a statement of account for each product or service.
10. To refuse to sign a blank or incomplete form and ensure that all required fields and figures in the form to be signed are correct and complete.
11. To submit a complaint about any service or product, and request from us an explanation of the complaint submission procedure and time frame for our reply, as well as the process to submit a complaint to other authorities if you are not satisfied with the outcome.

Your Duties

1. To provide true, complete, and accurate information when filling out any form provided by us, and refrain from providing any false information.
2. To disclose all your financial obligations and liabilities when applying for a product or service, without prejudice to the rights conferred to you by the Banking Secrecy Law.
3. To update your personal information submitted to us continuously and whenever required to do so.
4. To comply with the terms and conditions governing the service or product you have selected.
5. To promptly notify us of any unauthorized or suspicious operation on your account.
6. To provide us with all required information during onboarding, and report any changes to this information to enable us to contact you personally and guarantee the privacy of your information.

Our Instructions

1. Do not provide any other party, under any circumstances, with any details about your account or any other financial or critical personal information.
2. Whenever facing financial difficulties preventing you from meeting your obligations or paying your installments in due time, refer to us to find out the best options, including the rescheduling of obligations.