Customer & Investor Protection Award

Evaluation

100% automatic, from the data and evidence you submit

Minimum score to win

70 / 100

Measurement period

The full financial year 2025 (or the latest financial year completed before nominations open); growth is measured against financial year 2024

Who can apply

• A regulator, customer protection department or statutory financial ombudsman, or an initiative run by one of them
• Empowered to receive and decide escalated customer or investor complaints
• The nominated framework or initiative is in force during the measurement period

Indicators and weights

1. Escalated complaint decision time

   Average days from receiving a complete escalated complaint to closing it with a decision or settlement

   20%
   Show points and evidenceHide

   Points

   • ≥ 90 days 10
   • 60 – < 90 days 40
   • 30 – < 60 days 70
   • 0 – < 30 days 100

   Evidence

   Complaints system report with receipt and closure dates

2. Customer protection rules in force

   Number of the following eight rules in force, based on the G20/OECD High-Level Principles on Financial Consumer Protection: standard key facts statement, total cost or APR disclosure, cooling-off period, fair debt collection, complaint handling standard with deadlines, data protection and consent, protection of vulnerable customers, suitability and mis-selling rules

   20%
   Show points and evidenceHide

   Points

   • 7.5 – < 8 items 100
   • 5 – < 7.5 items 75
   • 3 – < 5 items 45
   • 0 – < 3 items 15

   Evidence

   Reference numbers and dates of the regulations or circulars in force for each rule

3. Conduct supervision coverage

   Share of licensed institutions under the authority’s mandate covered by a market conduct examination or thematic review during the year

   20%
   Show points and evidenceHide

   Points

   • 70 – < 100 % 100
   • 40 – < 70 % 80
   • 20 – < 40 % 50
   • 0 – < 20 % 20

   Evidence

   Conduct supervision plan and completion report with the list of institutions

4. Conduct enforcement decisions published

   Share of the year’s penalty decisions on conduct and customer protection rules that were made public; if no decision was issued in 2025, decisions from 2023–2025 are taken together

   15%
   Show points and evidenceHide

   Points

   • 90 – < 100 % 100
   • 50 – < 90 % 70
   • 25 – < 50 % 40
   • 0 – < 25 % 10

   Evidence

   Links to published decisions and the register of decisions issued

5. Publication of complaints data

   How the authority publishes complaints statistics on the institutions it supervises

   15%
   Show points and evidenceHide

   Points

   • Statistics published per named institution with relative measures100
   • Aggregate sector statistics60
   • Nothing published0

   Evidence

   Link to the published report or dashboard

6. Actual reach of awareness campaigns

   Adults in the country reached by the authority’s financial awareness campaigns as a percentage of the adult population, using unique reach measured by an independent media measurement firm or the platforms’ official reports; impressions and repeat views do not count

   10%
   Show points and evidenceHide

   Points

   • 50 – < 100 % 100
   • 25 – < 50 % 80
   • 10 – < 25 % 50
   • 0 – < 10 % 20

   Evidence

   Reach measurement report from the publishing platforms or an independent media measurement firm

Each indicator gives 0 to 100 points; its share of the total is its weight. Ties are decided by the indicators listed first in the scorecard; payment or package never affects the score.

1. Done

   Nominations open

   26 October 2026 · 13:10

2. Upcoming

   Nominations close

   27 November 2026 · 01:10

3. Upcoming

   Judging starts

   27 November 2026 · 01:11

4. Upcoming

   Judging ends

   4 December 2026 · 13:00

5. Upcoming

   Results announced

   4 December 2026 · 13:10

Times are in Asia/Riyadh (UTC+03:00).