We take every feedback and complaint from our customers seriously and we are committed to doing what is right in line with our principles and the UAE regulations and best practices.
We are highly responsive. We listen carefully to understand our customers’ grievances and concerns, we act with empathy and integrity to deliver solutions-driven resolutions that address their complaints fairly, reasonably, and fast.
We take every complaint as an opportunity to learn and improve our products, services, staff, and processes.
Our aim is to exceed expectations. Therefore, we adapted global best practices in the way we handle complaints and process our customers feedback in line with ISO 9001:2015 and ISO 10004:2018 standards.
Our team will spare no effort to address your concerns but if you are still unhappy with the resolution provided, please contact us as outlined below to escalate your complaint.
If you consider the resolution provided by our teams insufficient, you have the right to escalate the complaint to the following regulatory authorities:
Our team will spare no effort to address your concerns but if you are still unhappy with the resolution provided, you may escalate your complaints to our senior management. For the details please see here https://www.watania.ae/complaints for the relevant contact details.
If you consider the resolution provided by our teams insufficient, you have the right to escalate the complaint to the relevant regulatory authorities including Sanadak for all types of complaints. For medical complaints, you can contact Dubai Health Authority DHA in Dubai and the Department of Health in Abu Dhabi. For their contact details, please click here.
Following regulatory intervention, if you are convinced that we have not resolved your complaint to your satisfaction, you have the right to lodge a dispute with Sanadak who will send us a notification. After completing our internal investigation, we will respond to Sanadak that will then provide its final decision to both parties. If this decision is not satisfactory for either party, they may file a legal case with the appropriate court of law.
