Complaints

You can raise a complaint at any time — about the service, your billing, a member of staff, or the way your data has been handled.

How to submit a complaint - Email ak@wak-solutions.com with "Complaint" in the subject line. - Or send a WhatsApp message to +966544798226.

To help us investigate, please include the email address your account is registered under, a description of what happened, the relevant dates, and any screenshots.

How we handle it - Acknowledgement. We confirm we have received your complaint within 2 business days and give you a reference to quote in any follow-up. - Review. The complaint is logged and reviewed by a member of staff who was not involved in the matter, wherever possible. We may contact you for further detail. - Outcome. We send you a written outcome within 10 business days of acknowledging the complaint, setting out what we found and what we will do about it. If the matter needs longer, we tell you why and give you a revised date. - Escalation. If you are not satisfied with the outcome, reply to it and ask for the complaint to be escalated. It is then reviewed by the platform owner, who responds within a further 10 business days.

Every complaint and its outcome is recorded, so that recurring problems can be identified and fixed.

External escalation. Nothing in this procedure limits your rights. If you are not satisfied with our final response, you may raise the matter with the Saudi Ministry of Commerce through its official consumer complaint channels.