We're listening — submit a complaint or a suggestion
We commit to handling every complaint professionally and promptly. Pick your preferred channel; we'll process your request within the published timeframes.
How to submit a complaint
You can reach us via:
- Email:support@aqil.sa
- Phone:+966 57 979 0520
- WhatsApp:+966 57 979 0520
- The Contact page:Open the Contact page
What we need to process your complaint
- Complaint type (billing, service quality, privacy, other).
- Reference or transaction number, if any.
- Clear details of the issue and approximate date.
- Your preferred contact method.
How we handle it
- We issue a reference number when your complaint is received.
- We contact you within the timeframe below.
- We conduct the internal review and gather any needed information.
- We notify you of the outcome or the proposed resolution.
- If you are not satisfied, you can escalate through the same email citing your complaint number.
Expected response time
We acknowledge every complaint and issue an initial response within 2 business days, and target full resolution within 7 business days. If a case needs more time, we'll keep you informed of the status and expected timeline.
Have a suggestion to improve AQIL?
We appreciate your input and take it seriously. Send it to us via the Contact page and we'll review it as part of our service improvement cycles.
Open the Contact page