J-B is dedicated to providing exceptional customer service and addressing any concerns promptly and professionally. We highly value your feedback and encourage you to submit complaints through our Customer Care Department. This department is responsible for receiving and diligently following up on all complaints. Rest assured that your complaints will be handled with utmost care and expertise. Furthermore, we maintain complaint records for a minimum of five years to ensure proper documentation and resolution. Your satisfaction is our priority, and we are committed to resolving any issues you may have.

Complaint submission mechanism Complaints can be submitted through the following channels, clarifying the customer’s personal data and attaching any documents that may help speed the process of complaint solution. And if we need any other documents, the customer will be notified immediately (depending on the complaint). Note that in case the complaint is submitted through the branch, then it is required to be written and signed by the customer explaining the complaint in full detail.

Once the complaint is submitted, an SMS message will be sent to the customer’s phone number, which has been saved on the system, providing the complaint number and the time period of the complaint process, and a final message once the complaint process has been closed, with the necessary documents attached, which supports the validity of the process through one of these channels.

Duration of handling complaints The Complaint-handling process takes five working days from the date of submission. If the company needs more time for the complaint-handling process, the customer will be notified and updated on the complaint status.

Objection and Escalation: The customer has the right to object to the complaint solution to the Customer Care Officer during the phone call. In this case, the complaint has to be presented to a higher level to get reviewed. Also, the customer has the right to escalate his objection to the Head of Customer Care in J-B.