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We are happy to contact you if you have any questions about the services provided.
:To contact customer service
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Complaints and Suggestions Procedure
Our mission is to ensure that all customers are treated efficiently, fairly, and transparently. To achieve this, we have established the necessary procedures to enable you to submit your feedback, suggestions, or complaints as outlined below:
Step 1: Contacting Customer Care
If you have any comments, feedback, or complaints, the Customer Care team is trained and equipped to support your inquiry. You can contact us through the following channels:
• Email: customercare@neoleap.com.sa
• Phone: 8001000085
Step 2: Reopening a Complaint
If your complaint has not been resolved to your satisfaction, you may request to reopen it through one of the following options:
• Call the toll-free number 8001000085 and request to reopen the closed complaint.
• Or, through the application, navigate to Support Tickets, select the completed complaint, and click Reopen Ticket at the bottom of the page.
Step 3: Contacting the Regulatory Authority
If you do not accept the resolution provided, you may contact the regulatory authority - Saudi Central Bank - through its official website:
Our Commitment to You
We ensure that all inquiries and complaints are addressed within the specified timeframe and forwarded to the relevant department for appropriate action. You will be informed of the expected processing time and the proposed resolution, within a maximum period of five (5) business days from the complaint submission date.
If we are unable to resolve the complaint within the specified timeframe, you will be notified accordingly, along with the reason for the delay and the estimated time required to complete the resolution.