SAMA directs Saudi financial firms to maintain high customer satisfaction level

SAMA stressed that it will review the performance of financial institutions in accordance with the mentioned indicators on a quarterly basis. (Shutterstock)
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Updated 07 September 2022
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SAMA directs Saudi financial firms to maintain high customer satisfaction level

RIYADH: In a circular issued to all banks, finance, insurance and payments companies operating in the Kingdom, the Saudi Central Bank has directed that the level of customer satisfaction in handling complaints should not be below 80 percent. 

SAMA also added in its circular that the complaints that were previously escalated and closed for the benefit of the customer after processing should not exceed 5 percent.

These guidelines will be implemented starting from the first quarter of the next year, with the continuation of other indicators and the required goals. 

SAMA stressed that it will review the performance of financial institutions in accordance with the mentioned indicators on a quarterly basis, while taking legal measures against the violating financial entities.

Standard insurance policy

In July, SAMA issued the standard insurance policy of professional indemnity for auditors of the entities supervised by the Capital Market Authority.

In cooperation with the CMA, the standard policy was issued in a bid to promote the concept of sustainability and reduce potential risks in the financial market, according to the central bank’s statement.

This was done in addition to setting the minimum acceptable standard that must be met within a professional indemnity insurance policy and protecting the rights of the entire parties to the contractual relationship. 

The policy covers indemnity for all the amounts the insured is legally liable to pay to others, due to any professional failure committed while providing professional services within the Kingdom.

This comes as part of the central bank’s efforts to improve financial services. 

Also in July, the total assets of the Saudi Central Bank surpassed SR2 trillion ($535 billion) for the first time since February 2017.

The central bank’s assets grew by SR19.5 billion during July to SR2.01 trillion. This translates to month-on-month growth of 1 percent from the SR1.99 trillion in June, according to data published on SAMA’s website.

At the same time, the central bank’s net foreign assets fell by SR9.3 billion during July to SR1.67 trillion. The foreign reserves indicator slipped 0.6 percent from SR1.68 trillion in June, data compiled by Arab News showed.


US pump prices surge as Iran war upends global energy supply

Updated 13 sec ago
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US pump prices surge as Iran war upends global energy supply

  • Fuel prices jump over 10 percent as oil prices surge
  • Analysts predict further price rises due to market conditions
MARIETTA/NEW YORK : US retail gasoline and diesel prices are soaring as the US-Israel war with Iran constrains oil and fuel exports, which could be a political test for President Donald Trump’s Republican Party ahead of midterm ​elections in November.
Fuel prices jumped more than 10 percent this week as oil rose above $90 a barrel, its highest in years, adding pain at the pump for consumers already strained by inflation.
Trump on Thursday shrugged off higher gasoline prices in an interview with Reuters, saying “if they rise, they rise.”
The president had vowed to lower energy prices and unleash US oil and gas drilling during his second term, but much of his tenure has been marked by volatility and uncertainty amid shifts in policies like tariffs and geopolitical turmoil.
The US is the world’s largest oil producer. It is a major exporter but also imports millions of barrels a day since it is the world’s largest oil consumer.
As of Friday, the national average prices for regular gasoline stood at $3.32 a gallon, up 11 percent from a ‌week ago and ‌the highest since September 2024, according to data from the motorists association AAA. Diesel was at $4.33, ​up ‌15 percent ⁠from a week ​ago, ⁠surging to the highest since November 2023.

Midwest, south feel the pince
US motorists in parts of the Midwest and the South, including states that supported Trump, have seen some of the steepest increases in fuel costs since the conflict in Iran started.
In Georgia, a swing state, average retail gasoline prices rose 40.1 cents a gallon over the past week, according to fuel tracking site GasBuddy.
Andrenna McDaniel, a health care insurance worker in South Fulton, Georgia, said she was surprised to see prices skyrocket overnight.
“They jumped up so quickly,” she said on Friday, adding that she does not agree with the war at all.
McDaniel, a Democrat, said that for now she is only driving for the most important things, ⁠and feels lucky that she works from home so she does not have to drive as ‌much as other people do. Georgia voted for Donald Trump in the 2024 election.
Trump voter ‌Richard Soule, 69, a US Air Force veteran and a retired firefighter, said ​a little pain at the pump is worth Trump’s efforts to ‌protect America.
“When President Trump went in there and bombed out their nuclear, and they just thumbed their nose at it, ‌I believe he did the right thing at the right time,” Soule said on Friday as he filled up his Ford F-150 truck in Marietta, Georgia.
Other states, including Indiana and West Virginia have seen prices rise by 44.3 cents and 43.9 cents, respectively.

Prices may rise further
More pain may be on the way, analysts said, as oil prices continue to trend upward. On Friday, US oil futures settled at $90.90 a barrel, up nearly $10 and ‌the biggest single-day rise since April 2020.
“Given current market conditions, the national average price of gasoline could climb toward $3.50 to $3.70 per gallon in the coming days if oil continues rising and supply ⁠disruptions persist,” GasBuddy analyst Patrick De ⁠Haan said.
The disruptions in the Middle East and the Strait of Hormuz, a key trade conduit, have boosted demand for US oil abroad, which in turn has driven up prices for domestic refiners too.
“The US has weaned itself off of its dependence on Middle Eastern crude, but obviously Asian refineries, and to a lesser extent, European refineries have not,” Denton Cinquegrana, chief oil analyst with OPIS. “That’s what you’re seeing happen in the spot market, because the demand for US exports rise, and so the price rise.”
Seasonal factors could add further pressure. Gasoline prices typically go up in the spring and peak in the summer due to higher gasoline demand and production of summer-blend gasoline, which is more costly to produce. Diesel fuel saw an even more aggressive jump since Iran began retaliating against US and Israeli strikes, significantly disrupting shipping in the Strait of Hormuz.
Global diesel inventories have remained in tight supply due to heavy demand for heating and power generation during a prolonged winter in the US and other parts of the world and a structural tightness of refining ​capacity. Sticker prices of everything from food to furniture go up ​when the cost of diesel goes up, as the fuel is mainly used in freight transportation, manufacturing, agriculture, and global shipping, analysts said.
“In a world where buzzword seems to be ‘affordability’, that is certainly not going to help,” Cinquegrana said.