1. How to complain

You may submit a complaint in writing to our client support team. Complaints email address and postal address for formal complaints: available on request

Telephone: +971 58 504 2986

2. What to include

Please provide your account number, a clear description of what happened, relevant dates and times, the ticket or transaction numbers concerned, and the outcome you are seeking.

3. Acknowledgement

Acknowledgement timescale: available on request

4. Investigation and final response

Investigation process, escalation stages, and the maximum period for a final written response: available on request

5. If you remain dissatisfied

External escalation route, including any applicable ombudsman, dispute resolution scheme or regulator, per contracting entity: available on request

6. Records

Complaint record retention period: available on request