User complaints procedure

If the Neo Valor service does not meet your expectations, we want to know and to handle it fairly. This page explains how to file a complaint and what you can expect.

1. Purpose of this procedure

The complaints procedure exists so that every grievance, whether about the service, fees, withdrawals or staff conduct, is received, recorded and resolved openly. We see complaints as feedback that helps improve the platform, not as a nuisance.

Filing a complaint costs nothing and does not affect your right to keep using your account.

Complaints covered include grievances about service quality, mismatched fees, delayed withdrawals, technical errors and staff attitude. General questions that are not yet complaints can be put directly to your personal manager.

2. How to file a complaint

Send the complaint

Write to [email protected] with the subject “Complaint”, or raise it through your personal manager.

Receive confirmation

We send a ticket number to confirm your complaint is recorded, with the name of the officer handling it.

Case review

An officer who was not involved in the matter reviews the facts, the account history and the evidence you attach.

Receive a written reply

You receive the outcome of the review with reasons and, if the complaint is upheld, the corrective steps we take.

3. Information to include

So that the complaint can be processed quickly, include:

  • your full name and the email registered on the account;
  • a short description of the problem, when it happened and the result you expect;
  • the transaction number, screenshots or supporting documents if you have them.

Never send passwords, 2FA codes, API keys or full card numbers. Our staff do not need them, and such data must not be shared in any form.

The more complete your description, the faster we can trace what happened. If several related problems exist, send them in one complaint so the history is not scattered.

4. Handling deadlines

We send a confirmation of receipt within one business day. A written reply is given no later than 20 business days after the complete complaint is received. If a case needs extra investigation, for example because it involves an exchange or a third-party payment provider, we may extend the time by up to a further 20 business days and tell you beforehand with the reason.

For complaints about suspected unauthorised access to an account, we prioritise handling and may freeze the account temporarily to protect your funds.

Business days run Monday to Friday, excluding public holidays. Every extension is noted on your ticket, so you can see from when the time is being counted.

5. If the complaint is not resolved

If you are not satisfied with our reply, you have the right to take the matter to an independent party. In Indonesia the options include the consumer complaint service of the Financial Services Authority (OJK), alternative dispute resolution bodies for the financial services sector, and the Consumer Dispute Settlement Agency (BPSK) or the courts.

The option that applies to your case depends on the type of service and the subject of the dispute. Our support team can explain the most relevant route if you ask.

When taking the matter further, bring your ticket number, your correspondence with us and the supporting evidence. We will hand over relevant data at the formal request of that body, in line with applicable law.

6. Our commitments

  • Transparency: we explain each stage and its result clearly.
  • Confidentiality: complaint data is shared only with the officers who handle it.
  • Objectivity: cases are reviewed by officers not directly involved.
  • Communication: you are told if the status changes or the time is extended.
  • No retaliation: a complaint does not affect the service you receive.

All complaints are recorded and analysed regularly by the compliance team to find recurring causes, so the same problem does not affect other users.

7. Contact

Complaints address: [email protected]. Our online service runs 24 hours, and our office in Jakarta is open Monday to Friday, 09:00-17:30 WIB (excluding public holidays).

Before filing a complaint, you may also find the answer in the FAQ, which covers most common questions.