First: How to send complaints and feedback?
- Via email at [email protected].
- In person: You can share your complaint with us in our headquarters at the specified location
- during the working hours from 8 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. And if you’re a non-Saudi, provide a photocopy of your residency license. For companies and organizations, provide a photocopy of your commercial record; also, the complaint should be signed by the delegate (if this isn’t attached, we won’t be able to deal with your complaints.)
- 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: Timeline for complaint review
We will get back to you as soon as possible with a maximum of 7 days from receiving your complaint. Your complaint goes through a process that starts with reception and record, hen categorization and processing, and finally with resolve.
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Complaint submission
At this stage, we receive your complaint through any of the channels described in section 2.
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Complaint categorization
At this stage, one of our team records your complaint via one of the methods described in section 2. Then it will be categorized. It’ll be given a priority and then passed to the responsible team.
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Complaint processing
At this stage, we process you categorized complaint. And the responsible team can resolve the complaint without redirecting it if its answer if provided or if it’s a part of a previous complaint that was resolved before; then, it’s possible to reply to it with the same method and inform the complainer through one of the previously mentioned communication methods.
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Complaint resolve
At this stage, the responsible team approves the reply and adds any additional replies or notes and then we inform you that the complaint has been resolved.
Fourth: General notes
If the complainer isn’t satisfied with the complaint resolve or 10 days have passed without hearing back, you can submit it to Real Estate General Authority.