Complaints Procedure

This procedure sets out how you submit a complaint to Lbbak, the timeframes we commit to for responding, and how to escalate a complaint inside and outside the company. It applies to users of the Lbbak app, to visitors of our website, and to people who have joined the waitlist.

Lbbak is in its final stages before launch. This procedure governs the service once it is operating, and it applies now to any objections or concerns that reach us through the website and the contact form.

Submitting and reviewing a complaint are free of charge; we charge nothing for filing a complaint or for escalating it. Filing a complaint has no negative effect on your account or on your right to use the service.

A complaint is any expression of dissatisfaction with a service we provided or failed to provide, whether it concerns money, data, or the way you were treated. Examples include:

• Money and fees: a gift transfer that is delayed or never arrives, an amount received that differs from the amount sent, or an objection to the 2.5% service fee charged on the value of transferred gifts or to the way it is calculated.

• Account and occasion: being unable to verify your identity through the National Single Sign-On (Nafath), or an error in the occasion details, the invitee list, or the archived record of an occasion.

• Data and service quality: how your personal data is handled, or a request to correct or delete it; a technical fault or outage in the app that affected your transaction; or the manner in which you were dealt with or a delay in responding to you.

• Email: info@lbbak.com (alternative address: Info@1speciality.com). Please write "Complaint" in the subject line.

• Phone: +966 13 868 7779, during working hours: Sunday to Thursday, 9 AM to 5 PM.

• In the app: go to the Support section and choose "Submit a complaint"; the complaint is linked automatically to the occasion or transaction it concerns.

• The contact form on the website, selecting "Complaint" in the subject field. General enquiries and suggestions are handled through ordinary support; if you tell us your request is a complaint, or it is clear from its content that it is, it will be entered in the complaints register and given a reference number.

• Your name as registered with us, and a way to reach you (mobile number or email address).

• The occasion or transaction reference number, and the date the problem occurred.

• A clear description of what happened and the remedy you are asking for, together with any supporting documents such as screenshots, a transfer notification, or earlier correspondence.

You may submit your complaint in Arabic or English, and a representative may submit it on your behalf with written authorisation. Never send your password, a one-time verification code (OTP), or your full card details; we will never ask you for them. If essential information is missing, we will contact you within [__] business days to complete it, and the handling period runs from the date the complaint is complete.

As soon as your complaint is registered, it is given a unique reference number, which is sent to you through the channel you used. Use this number in all follow-up; it lets both you and us track the complaint at any time.

We send an acknowledgement within [__] business days, stating the reference number, our understanding of what the complaint is about, the expected time to resolve it, and which team inside Lbbak is handling it.

Complaints that reach us outside working hours or on official holidays are registered on the next business day, and the timeframes run from the date of registration.

The customer care team reviews the complaint, examines the transaction and occasion records and the related correspondence, and may ask you for further information or documents.

We commit to responding to the complaint within [__] business days from the date we receive it complete.

If the complaint needs more time, for example where it must be reviewed with a bank or a payment service provider, we will notify you before the period ends, explain why more time is needed and how long we expect to take, and update you every [__].

You can ask about the status of your complaint at any time through any of the submission channels by quoting the reference number, and you may withdraw the complaint in writing at any stage.

If you are not satisfied with the outcome, you may request a second-level review within [__] days of being notified of the final response, quoting the reference number and explaining why you are not satisfied.

The review is carried out by the Complaints and Customer Protection Officer, an employee who was not involved in handling the complaint at the first stage.

We will inform you of the review outcome within [__] business days. That outcome is Lbbak's final position on the complaint.

Nothing in this procedure takes away your right to go to the competent authorities. If you are not satisfied with our response, or you receive no response within the stated period, you may escalate the complaint to the competent regulator.

• Complaints about financial services and payments: the Saudi Central Bank (SAMA), through its consumer protection channel — [SAMA consumer protection channel: to be completed].

• Complaints about personal data: the Saudi Data and Artificial Intelligence Authority (SDAIA), as the authority supervising the Personal Data Protection Law — [SDAIA complaints channel: to be completed].

Lbbak's regulatory status: [Regulatory status with the Saudi Central Bank — to be completed]. In all cases you retain the right to bring the matter before the competent judicial authorities in the Kingdom of Saudi Arabia under Saudi law.

Every complaint is entered in a dedicated register recording the reference number, the date received, the subject of the complaint, the steps taken, the outcome, and the date it was closed.

We keep complaint records and their attachments for [__], or for the period required by the applicable laws and regulations, whichever is longer.

Access to complaint data is limited to the employees authorised to handle it. The data is used only to review the complaint, improve the service, and meet our regulatory obligations, in line with the Personal Data Protection Law and our privacy policy.

Handling a complaint may require sharing some of its data with other parties, such as payment service providers, banks, or regulators, but only to the extent necessary, or where the law requires it.

We send the final response in writing through the channel you used. It states the reference number, a summary of the complaint, what we examined, and the decision and the reasons for it in plain language.

If the complaint is upheld, we set out the corrective action and the time to carry it out, such as re-executing the transfer, refunding an amount or a fee charged without justification, or correcting or deleting your data, to be completed within [__] business days.

If the complaint is not upheld, we explain the reasons and the records we relied on.

The response also reminds you of your right to request a second-level review inside Lbbak and your right to escalate to the competent regulator, with the period available for each.