NEO Company is committed to delivering exceptional customer service and resolving any feedback or complaint promptly and professionally on consumer protection. All complaints are received and followed up with the utmost diligence, and records are retained for no less than five years to ensure proper documentation and resolution.

Complaint Submission Channels

• 1. NEO Company App: Via the "Help & Support" section in the side menu
• 2. Call Center: 8002440112
• 3. Email: care@neof.com.sa
• 4. Website: www.neof.com.sa

Complaint Submission Mechanism

Submitting a complaint requires the customer's personal details and a description of the issue, along with any supporting documents that may help speed up processing. If additional documents are required, the customer is notified immediately.

Upon receipt, an instant SMS is sent to the customer's registered mobile number confirming the complaint reference number and expected resolution timeframe. Upon closure, a further SMS is sent with the final outcome and any supporting documents, where applicable.

Complaint Handling Duration

Complaints are processed within a maximum of ten business days from the date of submission. Should additional time be required, the customer is notified and kept updated on the status of the complaint.

Objection & Escalation

If the customer is not satisfied with the resolution provided, they have the right to object by contacting the Customer Care Officer to review the case. If a satisfactory resolution is not reached.