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.


Aramco’s 13% rally helps Saudi stocks post second weekly gain

Updated 12 March 2026
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Aramco’s 13% rally helps Saudi stocks post second weekly gain

RIYADH: Saudi Aramco extended its year-to-date rally to nearly 13 percent on Thursday, helping the Kingdom’s benchmark stock index secure a second straight weekly gain despite a weaker final trading session.  

Saudi Aramco shares, which carry the heaviest weighting on the Saudi Exchange, closed at SR26.86 ($7.16), leaving the stock 12.72 percent higher since the start of 2026. The stock also remained 3.09 percent above last week’s close, even after falling 1.1 percent in Thursday’s session.

The rise in energy shares came as escalating tensions in the Middle East pushed oil prices above $100 a barrel, after attacks on tankers in the Gulf and the Strait of Hormuz heightened concerns over supply disruptions.

The Tadawul All Share Index maintained its weekly uptrend, rising nearly 1.07 percent week on week to close at 10,778.32, despite falling 0.45 percent in Thursday’s session. Compared with the first trading day of the year, the index has gained 4.01 percent.

Total trading turnover on the benchmark index reached SR5.05 billion at Thursday’s close, with 88 stocks advancing and 176 declining.

Aramco’s performance continued to anchor sentiment after the company reported adjusted net income of $104.7 billion for 2025 earlier this week, while net profit fell 12.1 percent year on year to $93.39 billion, compared with $106.25 billion in 2024, as lower crude prices weighed on earnings despite higher sales volumes across oil, gas and refined products.

On a March 10 earnings call, Aramco CEO Amin Nasser warned that prolonged disruption in the Strait of Hormuz could have severe implications for global energy markets. Roughly 20 percent of the world’s oil normally passes through the waterway each day, but shipments have been largely blocked.

“There would be catastrophic consequences for the world’s oil markets and the longer the disruption goes on ... the more drastic the consequences for the global economy,” he said.

“While we have faced disruptions in the past, this one by far is the biggest crisis the region’s oil and gas industry has faced.”

Saudi equities showed mixed performance in Thursday’s session. The MSCI Tadawul Index fell 5.99 points, or 0.40 percent, to close at 1,476.76.

The Kingdom’s parallel market Nomu gained 132.47 points, or 0.6 percent, to close at 22,370.4, with 38 stocks advancing and 34 declining.

On March 11, the International Energy Agency announced the release of 400 million barrels of oil from its reserves, the largest such move in its history. As part of that, the US said it would release 172 million barrels starting next week.