The complete complaint handling process
A clear, step-by-step look at how we log, investigate and resolve every complaint we receive — from the moment you raise it to a final outcome.
Raise Complaint
Raise a formal complaint through any of the following channels:
Website — aldawliyah.com
Email — customer.care@aldawliyah.com
Phone — +971 4 250 0570 / +971 4 250 0644
In person — visit our Head Office or nearest branch
Acknowledgement
Notification: Email / SMSWe'll acknowledge receipt of your complaint within 3 working days.
Investigation
We'll investigate the matter with the respective department(s) to assess your complaint thoroughly.
Findings & Complaint Closed
We'll share our findings and provide you with a response no later than 10 working days from the date of acknowledgement.
Escalation
If you're dissatisfied with our response, you may escalate your complaint internally or refer the matter to the regulator.
Website: www.isahd.ae/Home/Ipromes
Ready to raise your complaint?
It only takes a few minutes, and you'll receive a reference number to track progress.
Register a Complaint