We welcome your compliments, complaints and suggestions. The purpose of this form is to collect feedback from clients about their interaction with the Company, any aspect of our customer service and products.
Your feedback informs business improvement opportunities and further enhances the quality of our services.
Feedback can be compliments, complaints and suggestions:
Compliments are praise or congratulations about the services or performance.
Complaints are an expression of dissatisfaction about policies, service delivery or how we conduct our business.
Suggestions are ideas on how we could improve our services or do our business differently.
Complaints and suggestions help us to refine and improve our policies, processes and systems.
Compliments help us recognize when we are meeting or exceeding the standards for service and performance.
We value your feedback. You can submit a complaint, give a compliment or offer a suggestion to help us improve our service.
You can provide feedback to us in a number of ways.
If you wish to submit a complaint or offer us a suggestion or compliment, you can speak to our staff. If you’re not happy with their response you can speak to their manager.
Give feedback online by clicking the Next button
Send us your feedback by post to:
Office Suite No. 1007,
Fortune Executive Tower,
Cluster T, Jumeirah Lake Towers,
Dubai, UAE. P.O.Box- 121485
Note: Feedback received through social media is not treated as formal feedback for response and reporting purposes.
Please be clear, factual, and tell us the outcome you would like. If you wish to provide feedback, you must provide a valid email address, unless you elect to remain anonymous. Providing your name and contact details will help us to get in touch and help to resolve the issue. If you provide feedback anonymously, we won’t be able to respond to you personally.
If you decide to withdraw your feedback, you should provide the request in writing or by email quoting the Feedback Reference number. You can do this by responding to the acknowledgement email or by sending a separate email from the same/registered email address you used to submit your feedback. The matter will then be closed.
Your privacy is protected in accordance with relevant privacy laws and policy
The information that you provide is used to improve and maintain our services, and/or investigate and respond to your feedback. The information will be provided to the business area to which the feedback relates. Your information will not be used or disclosed to third parties unless your consent is provided or we are required to do so by law.
If you give feedback, we aim to acknowledge your contact within 3 working days.
We aim to resolve complaints within 10 working days.
If your matter is complex, it might take longer to resolve. If we can’t resolve your complaint, we’ll explain why and let you know your other options. If this is the case, an interim response may be provided to you.
If you are not satisfied with the outcome, you can request an internal review or contact the relevant external regulatory authorities / parties.
We value your feedback but will not accept unreasonable conduct.
Unreasonable conduct is defined as:
If satisfied that you are otherwise acting unreasonably, the company may take steps to minimise or control the issue by:
We aim to treat everyone politely and with respect. In return, we expect our staff to be treated respectfully and not in a way that is abusive or threatening.
We are an inclusive organisation. We don’t tolerate discrimination on the grounds of religion, gender, race, ethnicity, disability, age or sexual orientation.
We shall handle customer feedbacks and complaints in a timely and fair manner.
We shall take all reasonable steps to investigate and respond to all feedbacks.
We shall use our best endeavors to provide the best services/ solutions to our clients
We acknowledge the client's right to take any legal action; and such a right remains unaffected by the existence and/or use of any complaint’s policy and or procedures