Complaint handling mechanism

Dear Customer

Based on the eagerness of Saudi Fransi for Finance Leasing Company to devote our attention to our customers -on all levels- and to receive their complaints and to be handled and solved clearly with high-quality care and professionalism. Therefore, we encourage you not to hesitate to file a complaint through the Customer Care Department, the concerned and responsible department that receives and follows up with your complaints. And the records are kept in a period of time, no less than five years.

Complaints Procedures

Complaints Channels

Saudi Fransi for Finance Leasing Company provides their customers with all the different ways to submit a complaint; the customers can communicate through the following channels:

Free Line:

8001182222 extension number (3) working hours from 8 A.M. to 5:30 P.M.


Saudi Fransi for Finance Leasing Company Branches:

Riyadh – Jeddah, working hours from 9 A.M. to 9 P.M. (Saturday until Thursday).

Dammam, working hours from 8:30 A.M. to 5 P.M. (Sunday until Thursday).

Online website:

Smart Phones Application:


Social Media:


Complaint submission mechanism:

Complaints can be submitted through the following channels, clarifying the customer’s personal data and attaching any documents that may help speed the process of complaint solution. And if we need any other documents, the customer will be notified immediately (depending on the complaint). Note that in case the complaint is submitted through the branch, then it is required to be written and signed by the customer explaining the complaint in full detail.

Once the complaint is submitted, an SMS message will be sent to the customer’s phone number, which has been saved on the system, providing the complaint number and the time period of the complaint process, and a final message once the complaint process has been closed, with the necessary documents attached, which supports the validity of the process through one of these channels.

Duration of handling complaints:

The Complaint-handling process takes five working days from the date of submission.

If the company needs more time for the complaint-handling process, the customer will be notified and updated on the complaint status.

Objection and Escalation:

The customer has the right to object to the complaint solution to the Customer Care Officer during the phone call. In this case, the complaint has to be presented to a higher level to get reviewed. Also, the customer has the right to escalate his objection to the Head of Customer Care in Saudi Fransi for Finance Leasing Company through the following Email:

As the Customer believes that the resolution the complaint-handling is unfair, the customer can file a complaint through The Saudi Central Bank (SAMA Cares) on their official website:

the responsible department for Customer Complaints in Saudi Fransi for Finance Leasing Company



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