Customer protection
Fund segregation, refund performance and service-level commitments. Sample data — pending backend wiring.
Customer funds protected
SAR 214.6M
Average release time
1.8 days
-0.3 days vs last month
Average refund time
2.4 days
-0.5 days vs last month
Pending refunds
46
SAR 1.9M total
Customer complaints
128
Open this month
Customer fund safety
Customer funds held in escrow vs the segregated bank account — these must match.
Total customer funds
SAR 214,612,480.00
Segregated bank account balance
SAR 214,654,780.00
Fully covered · 100.02%Surplus of SAR 42,300.00 in the segregated account (bank interest pending sweep).
SLA monitoring
Share of cases meeting the committed service levels, last 30 days.
Release within 3 days96.2%
Target ≥ 95%
Refund within 5 days93.8%
Target ≥ 95% — 12 refunds breached this month
Dispute first response within 48h98.1%
Target ≥ 90%