At Mulkia, we are committed to maintaining the highest standards of professionalism and integrity in dealing with our customers. Hence we value your feedback, your complaints, expectations, suggestions and requirements which not only helps us understand you well but also enables us improve our standards and services for the future.
Our complaints management process is designed in such a manner which enables to conduct a root-cause analysis to effectively address the underlying process that causes complaints and take appropriate steps to eliminate the root cause and increasing customer satisfaction.
Knowing what the expectations of the customer are and the extent to which those expectations are being met is the key to improve service.
The key objective of this policy is to ensure the following:
All complaints raised by customers are resolved in effective and timely manner, leading to customer satisfaction.
We believe that all customer feedback, both positive and negative, presents an opportunity for improving our standards. Complaints must be addressed in an equitable, objective, unbiased and efficient manner.The Company has a customer focused approach, which is open to feedback and has a commitment to resolving problems. Our customers are fully informed about their rights. In an event that the customer is not satisfied with the resolution provided to him, he or she can escalate the issue to higher levels.Complaints raised by customers are dealt with promptly, efficiently and with courtesy. The Company shall investigate the complaint competently, diligently and impartially, obtaining additional information as necessary.
Principles of Good Practice
The Company will work within the following basic principles of good practice. It must be recognised that whenever someone feels the need to raise a complain, the issue is valid and important to that individual. They have the right to express those views and be taken seriously. They must always be treated with courtesy.
The Company is committed to address all complaints in an open, equitable, objective, sensitive and impartial manner. Responses to complaints should not be defensive. Where errors have occurred they should be acknowledged and an appropriate apology offered.
Complaints will be properly documented and handled promptly, fairly and in a confidential manner and complainants will not suffer any reprisals from making a complaint. Complaints can be dealt with in either English or Arabic, to ensure that the special needs of certain customers are addressed.
The company is committed to continuous improvement. Information from the management of complaints will be analyzed, and identified system improvement opportunities will be actioned.
Making a Compliant
Every customer has the right to send Mulkia his or her complaint if he is not satisfied with Mulkia products and services. Customers could lodge their complaint on the Client Complaint Form, the form available in Information Center or the customer can get the form by Mulkia visiting office.
All complaints will be treated in the strictest confidence and in accordance with customer confidentiality.
Methods of Complaint
- Written form – Client Complaint Form (By post/ In person):
Compliance & AMLRO Head, Mulkia Investment Company
Prince Mohammed Ibn Abdulaziz Road (Tahlia Street) – Aknaz Commercial Center – Building No. 184 – Office No. 3, First Floor. Riyadh City – Kingdom of Saudi Arabia. P.O. Box: 52775 Postal Code: 11573
- Via Email:
Client can write to us via email: Complaints@mulkia.com.sa
- Via Fax:
Client can fax the complaint form to: + 966 (11) 293 2799
Mulkia established the following procedures in place for dealing with customer complaints:
The Company will provide acknowledgement to the customer within (3) days from the date of receipt of the complaint.
The Company will respond in writing to a customer complaint within (4) weeks of receiving the complaint, explaining their position and how Mulkia will deal with the complaint.
Escalation of Complaints
If the Complainant remains dissatisfied with company’s response; it has the right to escalate it to the following levels:
Escalation Level 1:
Chief Executive Officer – Mulkia Investment Company
- a) Tel: + 966 920003028 Ext: 200
- b) Fax: + 966 (11) 293 2799
- c) E-mail: ceo@Mulkia.com.sa
Escalation Level 2:
Capital Market Authority (CMA)
- a) By sending it to CMA’s mail address: P.O. Box (220022) Riyadh (11311).
- b) By delivering it to CMA’s headquarters: Faisaliyyah Tower, 10th Floor, Investors Complaints Department.
c) By sending it through Fax: +966 (11) 279 7006