COMPLAINTS

Dear Customers,

Our products and services, and we appreciate your interest in our values, decisions and business, and we always strive to create value for our customers, and for all our shareholders, and our provision of these services and our keenness to communicate with you is a translation of the company’s policy that aims to improve the quality and quality of services and provide them in a professional manner at a high level to our current and future customers, We hope that you, our dear customers, will continue to communicate with us, and provide us with any observations that you deem necessary to develop the company’s services, and we assure you that we will always try to be responsible, and for that we receive your complaints with open arms and in several ways that have been made available to you for ease of communication with you,

In the context of the transparency followed by the Complaints Unit, we present to you below the various ways to file a complaint and the procedures that are followed until that complaint is answered, which we pay great attention to through specialized staff so that it is resolved as quickly as possible in a satisfactory manner and to avoid its recurrence in the future:

First - How to file a complaint:

  • There are several ways in which you can file a complaint, which are as follows:-
  • The approved complaint form next to the company's complaints box is filled out and the complaint is placed inside the box.
  • Visit the website and submit the form in one of the following ways:
  • To download the complaint form, click here
  • Sending the complaint by e-mail to the head of the customer complaints unit. click here
  • To fill out the complaint form and send it electronically to the complaints unit. 
  • Delivered by hand to the Customer Complaints Unit.
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(Method Two) -

You can call the complaints reception service at 22310001, and apply, and the telephone service employee will forward the request to the competent authority to deal with your request.

Second - The steps and procedures that take place when the client submits a complaint:

  • When the complaints unit receives the complaint sent by the customer through the previously mentioned methods, the complaint is fully studied and the customer is contacted in case he wants to clarify some matters.
  •  The complaints unit sends the complaint to the concerned authority or department to respond to the complaint as soon as possible, and the complaint is transferred to the higher official in the event of no response within a period of time determined by the complaints unit.
  • Upon receiving the response from the concerned department, it is studied and matched with the procedures followed within the company, taking into account the instructions of the Insurance Regulatory Unit and the Customer Protection Manual in this regard.
  • The customer is contacted until he is provided with the final response to his complaint, while preserving the right of the customer to take appropriate measures in case he is not satisfied with the resolution of the complaint.
  • The complaint is closed and appropriate procedures are put in place to ensure that it is not repeated in the future.
  • The complaints unit is obligated to respond to the complaint submitted by customers within 15 working days from the date of receiving the complaint by the complaints unit.
  • In the event of a formal complaint being submitted, the client will be provided with an official written response.
  • The customer must submit a grievance to the Insurance Regulatory Unit in the event that the customer did not manage to remove the reasons for his complaint through the unit’s website (Aerosoft service).

Third - Determining the responsibilities and obligations of the client, he must do the following:-

  • To be truthful in all the information he provides to the company he deals with.
  • To review carefully all the documents provided to him by the company when obtaining any service, product or compensation, with the importance of identifying any fees, commissions, or any obligations or responsibilities arising from him, and the customer should keep a copy of those documents before any arise obligation to him or him.
  •  In the event that the customer does not understand any of the conditions or procedures related to the service provided or the product that he wishes to obtain, he must submit his inquiries to the company's concerned employees, so that he can make his decisions based on a clear and complete vision.
  • To comply with the procedures for submitting complaints, including the grievance procedures to the Insurance Regulatory Unit.
  • To confirm the confidentiality of customers, and in the event that the customer needs to contact the company he deals with via e-mail or the website, no one is informed except for those who have the competence to do so.
  • Not to sign any documents or contracts that are empty or incomplete, and he must review all documents submitted by the company to him before signing them.
  • The need for the client to keep copies of transaction documents in a safe place and in a way that makes it easy for him to refer to them when needed.