Mechanism for receiving complaints and grievances
- By email by sending it to: [email protected]
- in person. By submitting the complaint at the company’s headquarters in Riyadh to the CEO’s office at the address indicated and during the official working hours from Sunday to Thursday from 9 am to 5 pm.
Second: Documents that should be attached with your complaint:
To deal rapidly with your complaints, please provide us with the following documents:
- For Saudis, provide a photocopy of your national identity. A copy of the residence permit for foreigners residing in the Kingdom of Saudi Arabia.
Or a copy of the passport for those residing outside the Kingdom.
For institutions and companies, a copy of the commercial register and the complaint must be signed by the authorized person.
(Complaint processing procedures will not be considered or completed if it is not attached). - A photocopy of the general legal proxy and the national identity of the legal delegate.
- A summary of your complaint.
- Any documents that support your complaint.
- Information to connect with the complainer: Phone number/mobile number/email.
Third: Time and procedures for handling complaints:
We will get back to you as soon as possible with a maximum of 7 days from receiving your complaint. The process of submitting a complaint goes through major steps, starting with reception and registration. hen categorization and processing, and finally with resolve.
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Complaint submission
This is where the complaint submitted through one of the methods described in the second item is received directly.
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Complaint categorization
Complaints received through one of the methods described in Section 2 are logged by the relevant team.
They are also categorized and scrutinized.
and determine the degree of importance and priority of the complaint.
and then directed to the relevant department internally.
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Complaint processing
Incoming and categorized complaints are processed and responses are added to them, and the specialized team may process and close the complaints if the answer is available without referral, or if it is part of a previous complaint that has been addressed.
Or they are part of previous complaints that have been addressed.
They can be responded to in the same format.
With notifying the complainant of the response according to the previously mentioned means.
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Closing stage
During which the response will be approved by the specialized team.
Or add any additional responses and notes and then close the complaint and notify the complainant of this
Fourth: General observations:
If the complainant is not satisfied with the outcome of his/her complaint.
Or if ten (10) days have passed and the complaint has not been answered and resolved, it can be submitted to the Public Authority for Real Estate.