Complaints

We are committed to reviewing complaints fairly, transparently, and within the applicable timeframe.

How to submit a complaint:

  • Help center on Valu app

  • email: customer_support-jo@valugroup.com

  • Complaints boxes available at Valu activation touchpoints

Follow-up:

You can track your complaint status through the app under "My Tickets".

Complaint Resolution Timeframe:

The expected timeframe for resolving complaints is up to 30 working days.

If your complaint is not resolved within 30 working days, or if you are not satisfied with the response, you may refer your complaint to the Central Bank of Jordan’s Financial Consumer Protection Department via email: info@cbj.gov.jo