Policy of Handling Customer Complaints and Suggestions

Musharaka Capital adopts customer satisfaction-oriented concept. We always accept suggestions. We adhere to solving problems once arisen. Complaints are correctly documented and treated quickly, fairly and confidentially.

“Customer Complaint” form is available in Arabic and English at Company Website. You can obtain a hard copy from Company headquarters also.

• By hand, to Investor Relations Unit at Musharaka Capital, at the following address: Kingdom of Saudi Arabia, Al Khobar – Prince Turki bin Abdulaziz Rd. (Corniche) - Adeer Tower, 13^th Floor.
• Via mail to Investor Relations Unit – P. O. Box: 712 Khobar 31952 KSA.
• Via Musharaka Website by submitting "Complaint Form"
• Via Fax, by filling “Customer Complaint Form” and sending it to Investor Relations Unit at the following number:
  +966 138 818 412.
• Via e-mail, by filling the form available at www.musharaka.sa and sending it to: [email protected]

• Complaint shall be responded within (7) working days as of date on which, Investor Relations Unit receives the complaint.
• The customer shall fill all data of “Customer Complaint Form” including the approved signature at company.
• It is necessary to utilize Company’s approved complaint form. No complaint shall be considered nor responded, if this form is not utilized.
• Please adopt only one of the above-mentioned methods for sending the complaint form. Do not send it by more than one form, to avoid confusion, so that we can respond without any delay.

If the customer (complainant) remains dissatisfied towards Musharaka Capital’s response, that customer shall have the right in escalating the complaint to higher levels:

1^st Level:

Musharaka Capital – CEO

• +966 138 044 602
• +966 138 818 205
• [email protected]

2^nd Level:

Capital Market Authority (Authority)

• File complaint directly at Authority website:
  cma.org.sa
• Send the complaint at CMA’s postal address: P. O. Box: 87171 Riyadh 11642.
• Deliver the complaint to complaint receipt staff at CMA headquarters, at the following address:
  Riyadh, King Fahad Road, Al Faisaliyah Tower, 10_th Floor – Investor Complaints Department.
• Send the complaint via the following fax number: +966 112 797 004, Ext. 7066 or fax number: +966 112 797 003, Ext. 7066.
• Send the complaint at e-mail: [email protected]