Complaints & Escalation
How to raise a concern, how fast we respond, and where to take it if we get it wrong.
Published by Dhilal Al Khaimah Real Estate LLC · Trade licence [DED LICENSE] · RERA ORN [RERA ORN]
Registered office Dubai - UAE
Effective date [EFFECTIVE DATE]
Our commitment
If you are unhappy with anything — a listing, a viewing, a fee, how your data was handled, or the conduct of anyone acting for us — please tell us. We would rather fix a problem directly than have you escalate it.
How to complain
Send your complaint to info.real@itssiddiqui.com or by post to Dubai - UAE, and include:
- your name and the best way to reach you;
- what happened, and roughly when;
- any reference, listing number or the name of the person you dealt with;
- what outcome you are looking for.
Please do not send original documents. If we need paperwork, we will ask for copies.
What happens next
| Stage | Timeframe |
|---|---|
| Acknowledgement with a reference number | Within 5 working days |
| Substantive reply, or an explanation of why more time is needed | Within 15 working days |
| Final position if the matter is complex | Within 30 working days |
| Records kept of the complaint and its outcome | 24 months |
If you are still not satisfied
We will tell you in writing when we consider our internal process closed. After that you may escalate:
- Property transaction or brokerage conduct — the Real Estate Regulatory Agency (RERA) at the Dubai Land Department. Complaints are filed through the official DLD channels. [ESCALATION CONTACT DETAILS TO BE CONFIRMED]
- Trade licence, advertising or consumer matters — Dubai Economy & Tourism (DET). [ESCALATION CONTACT DETAILS TO BE CONFIRMED]
- Personal data — the UAE Data Office, and, where GDPR applies, your national supervisory authority. [ESCALATION CONTACT DETAILS TO BE CONFIRMED]
We have deliberately not published phone numbers or web forms for these bodies
without confirming them, because an incorrect escalation route is worse than none.
The confirmed details go live once verified — see
docs/todo-client-input.md.
Our promise on behaviour
- We will never ask you to pay a fee to a personal bank account.
- We will never ask you to sign a document you have not had the chance to read.
- Commissions and any other charges will be confirmed in writing before you are committed to anything.
- We will not withhold your documents or information to pressure you into a decision.
Questions about this page
Write to info.real@itssiddiqui.com or call +971556293537 during [BUSINESS HOURS].