Customer Complaints and Dispute Resolution Policy

Standard Operating Procedure

Exceptional Service Commitment

Statement

The purpose of this policy is to establish guidelines for handling customer complaints and resolving disputes in a fair, transparent, and timely manner. It aims to uphold our commitment to customer satisfaction and maintain the reputation of Worldfield Real Estate LLC as a trusted real estate provider in Dubai.

This procedure has been set to identify the guidelines that need to be followed when an NDA needs to be signed based on Worldfield Real Estate LLC compliances.

Scope

This policy applies to all employees of Worldfield Real Estate LLC involved in customer interactions, including sales, leasing, property management, and customer service.

Methodology

Procedure

• Complaint Handling Procedure
  • Receipt of Complaints – All customer complaints must be documented and recorded promptly upon receipt, regardless of the communication channel (e.g., phone, email, in-person).
  • Acknowledgement – a written acknowledgment of the complaint will be provided to the customer within 24 hours of receipt, confirming that their concerns have been noted and will be addressed.
  • Investigation – The complaint will be thoroughly investigated by the Vice President. This may involve gathering relevant information, reviewing documentation, and interviewing involved parties.
  • Resolution – Every effort will be made to resolve the complaint satisfactorily and promptly. If additional time is required for investigation or resolution, the customer will be informed accordingly.
  • Communication – Regular updates will be provided to the customer throughout the complaint resolution process, keeping them informed of the progress and expected timeframe for resolution.
  • Closure – Once the complaint has been resolved to the satisfaction of the customer, a closure notification will be issued, summarizing the actions taken and any follow-up steps, if applicable
• Escalation ProcedureIf the complaint cannot be resolved at the initial stage, it will be escalated to the next level of management for further investigation and resolution. The escalation process ensures that unresolved complaints receive appropriate attention and are addressed promptly.
• Dispute ResolutionMediation – In cases where a satisfactory resolution cannot be reached through internal processes, both parties may agree to engage in mediation facilitated by an independent third party to resolve the dispute
  Legal Recourse – If mediation fails to resolve the dispute, either party may pursue legal recourse through the appropriate channels, including filing a complaint with the Real Estate Regulatory Agency (RERA) or seeking arbitration or litigation.
• Training and AwarenessAll employees will receive training on the customer complaints and dispute resolution policy to ensure understanding and compliance. Regular refresher training sessions will be conducted to keep employees updated on best practices and procedures.
• Continuous ImprovementWe are committed to continuous improvement in our complaint handling and dispute resolution processes. Feedback from resolved complaints will be analyzed to identify areas for improvement and implement corrective actions as necessary.
• ComplianceThis policy complies with the guidelines and regulations set forth by the Real Estate Regulatory Agency (RERA) and other relevant authorities in Dubai.
• Review and RevisionThis policy will be reviewed periodically to ensure its effectiveness and relevance. Any necessary revisions will be made in accordance with changes in regulations or industry best practices.
• Contact InformationCustomers can submit complaints or seek assistance regarding dispute resolution through the following channels:
  • Phone: 043980822
  • Email: contact@worldfield.com
  • In Person: The Onyx Tower 1 office 814, The Greens, Sheikh Zayed Road, Dubai, UAE.

This SOP is part of the company’s operational policy at Worldfield Real Estate LLC.

The management reserves the right to amend or withdraw this policy without giving any reason whatsoever.

This policy aims to foster a well-organized, positive, and collaborative environment while ensuring employee rights and maintaining discipline in the workplace; hence all employees are required to follow our operating procedure.