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Complaints Procedure

Dear Partner,
At Jadwa Investment we are dedicated to providing our partners with the highest level of proficiency and quality in delivering our products and services. In order to reach your expectations, please let us know if you have any comments or complaints you wish to disclose.

Accordingly, the following instructions detail the process of the formal complaint reporting.

What is the complaint?
The complaint is an expression of dissatisfaction with the level of our services and products, by providing a report explaining the objections or remarks toward the services, where the statement includes all needed information of the case. 

How to make a complaint
You can report a complaint through one of the following channels by filling up the complaints form:

  • Send an e-mail to:
  • Send a fax to: +966114162743
  • In person, by submitting the complaint to one of our team members at any Jadwa Investment Company branches during official working hours starting from 8:00am to 5:00pm.

Timeframe for complaint settlement
The partner will receive a reply within 10 working days from the date of the complaint submission, with a statement of the taken action, and the expected date of settlement. We will contact partners regularly until the complaint has been resolved.

Each complaint is different than the other depending on the complaint’s type. In the event that the complaint may take longer to be resolved due to its nature, the partner will receive a notification within 10 days from the date of the complaint submission, explaining the issue and an approximate date at which our partner may expect a full reply.

General provisions 

  • If the partner is not satisfied with the settlement, he/she may contact The Capital Market Authority by visiting its website: www.cma.org.sa  or directly through: http://www.cma.org.sa/Ar/FormsSite/Pages/HowtoFileaComplaint.aspx
  • Providing all necessary details of the complaint will help in solving the problem effectively.
  • We welcome your inquiries and suggestions about the products and services of the company through contacting our customer service team on: 8004351111


Contact Information of Jadwa Investment Company:
Head office:
Adress: Jadwa Investment Company, PO Box 60677, Riyadh 11555, Kingdom of Saudi Arabia, Riyadh.
Fax: 009660114162743
Tel: 009660112114842

Jeddah branch:
Adress: Jadwa Investment Company, Unit No. 1, Building No. 7524, the Kingdom of Saudi Arabia, Jeddah.
Zip: 23412
Fax: 009660126068816
Tel: 009660126068821


Al Khobar branch:
Adress: Jadwa Investment Company, PO Box 76 023, Al Khobar 31952, Saudi Arabia, Al Khobar.
Fax: 009660138327350
Tel: 009660138326498