J-B is committed 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, which is responsible for receiving all complaints and following them up diligently. Rest assured that your complaints will be handled with the utmost care and professionalism. In addition, we maintain complaint records for no less than five years to ensure proper documentation and resolution. Your satisfaction is our priority, and we are committed to resolving any issues you may face.

Channels for Submitting Complaints:

1. J-B Mobile Application: Through the Help & Support section in the side menu.

2. Call Center: By contacting Customer Care at 800118222.

3. Email: By sending an email to cc@j-b.com.sa

4. J-B Branches.

Submitting a complaint requires providing the customer’s personal information and attaching any documents that may help expedite the resolution process. If additional documents are required, the customer will be notified immediately (depending on the nature of the complaint).

Please note that if the complaint is submitted through a branch, it must be written and signed by the customer, fully explaining the details of the complaint. Once the complaint is submitted, an SMS will be sent to the customer’s phone number registered in the system, providing the complaint number and the expected processing time. A final SMS will be sent upon closing the complaint, along with any necessary supporting documents to validate the process through any of the channels mentioned.

Duration of Handling Complaints:

The complaint-handling process takes five working days from the date of submission. If the company requires additional time, the customer will be notified and updated regarding the status of the complaint.

Objection and Escalation:

The customer has the right to object to the complaint resolution by informing the Customer Care Officer during the phone call. In such cases, the complaint will be escalated to a higher level for review. The customer also has the right to escalate their objection to the Head of Customer Care at J-B.