خدمة العملاء

Dear customer, your satisfaction is our concern

You can submit a complaint through the Customer Care Department, the entity responsible for receiving and processing complaints or inquiries at Tawkelat Financing Company.

Approved channels for submitting complaints:

• Toll-free number: 800-124-0109
• Email :  customercare@tawkelat.sa
• Website :  www.tawkelat.sa
• X platform:  @TawkelatFinance
• Submit a written complaint at the Customer Care Department headquarters or one of the branches of Tawkelat Financing Company.

 Complaint handling mechanism

• Document the receipt of the complaint or inquiry and provide you with the complaint number and the specified period for processing SMS to Your mobile phone.
• Handling complaints or inquiries received directly from us through the relevant department within 10 working days from the date of completing the documents.
• In case of missing documents or additional requirements, we will contact you to provide us through the company’s e-mail.
• Providing you with the results of processing the complaint or inquiry in detail and with the necessary documents that support the validity of the treatment by contacting you, in addition to responding to all your inquiries in a clear and high-quality manner.
• If you are not satisfied with the result of processing the complaint and wish to escalate it, the escalation procedures below will be followed.
• You will receive a SMS for closing the complaint.
• You will be contacted automatically to evaluate your satisfaction with handling the complaint.

Company working hours:

• From Sunday to Thursday – from 08:00 am to 05:00 pm.
• From 10:00 am to 04:00 pm (during the holy month of Ramadan)

Complaint escalation procedures:

• You can escalate the complaint to the Customer Care Manager via email: CCC@tawkelat.sa
• You can escalate your complaint to the Central Bank via the SAMA Care website: www.samacares.sa