Complaints and Complaint Handling Process

AOUJ Estates is committed to providing a trustworthy experience for users and advertisers, and the platform makes it possible to submit complaints and observations relating to its services, to listings, or to use of the platform.

How to Submit a Complaint

It is preferable that the complaint include:

• The name of the complainant.
• Contact details.
• The listing or property number, if any.
• A clear description of the complaint.
• Supporting documents or images, if any.

Complaint Handling Process

1. Receiving and registering the complaint.
2. Reviewing the data and information provided.
3. Contacting the parties concerned when necessary.
4. Verifying the complaint and taking the appropriate action.
5. Notifying the complainant of the outcome through the registered contact method.
6. Retaining complaint records in accordance with the applicable requirements and regulations.

Complaints Concerning Listings

In the event of a complaint relating to a real estate listing, AOUJ Estates has the right to review the listing and to take the appropriate actions in accordance with the laws, the regulations, and the platform's terms, including suspending or removing the listing where a violation exists.