How we move forward?
On receiving a complaint, we will record it and provide you with:
- A unique complaint reference number via email, which you may use in future correspondence with us.
- The contact details of the staff handling your complaint.
- All complaints are taken seriously and we maintain a procedure to ensure they are dealt with professionally, effectively and fairly. We will retrieve all the documents relevant to your quote and aim to resolve your case within five working days (“working day” means a day that is not a Friday, a Saturday nor a public or bank holiday in the UAE).
Taking it Further
If you remain unhappy with our response, or after eight weeks you don’t wish to wait for us to complete our review, you may refer your complaint to the Dubai Health Authority (ipromes.eclaimlink.ae).
Following the complaints procedure does not affect your right to take legal action. Accordingly, if you are still not satisfied with the outcome, you may seek to raise your case with a relevant court.