Policy of Handling Customer Complaints and Suggestions

In Musharaka Capital, we abide by the highest level of professional efficiency and integrity in dealing with our customers. Consequently, we appreciate your notes, expectations and suggestions that help us not only for understanding you but also for improving and developing our standards and services in the future.

In Musharaka Capital, we adhere to providing high-quality services, ensuring the following:

  • Complaints are addressed in the easiest possible way.
  • Consider complaints as expression of dissatisfaction towards our services, which requires immediate action.
  • Deal with complaints instantly, politely and confidentially.
  • Deal with all complaints fairly and consistently.
  • Get our customers acquainted with their rights. In case customer is dissatisfied with certain decisions, the complaint can be escalated to higher levels.
  • Get benefit from learnt lessons and rely upon them for developing our services and reviewing complaints-related policies and procedures on periodical basis.
  • Correctly respond to complaints, along with the appropriate justifications or excuses, if a mistake is attributed to Musharaka.
  • We consider complaint procedures as very significant pillar for continuous development program.

The Company is committed to providing the highest standards of service, transparency, and professionalism to its clients. All client complaints and feedback are handled with due care and attention in accordance with the rules and regulations issued by the Capital Market Authority.

This policy aims to provide clients with clear channels to submit complaints and ensure they are reviewed and resolved efficiently and transparently.

  • Visiting one of the Company’s branches in Al Khobar or Riyadh.
  • Contacting the Investor Relations Department via the toll-free number: 8001251111
  • Completing the complaint form available on the Company’s website: Complaints | Musharka Capital
  • Sending the complaint via email to: ir@musharaka.co
  • Submitting the complaint via fax: +966138818412

  • 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:

1st Level:

Musharaka Capital – CEO

2nd 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, 10th 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: Investors.Complaints@cma.org.sa