Receiving Complaints

Complaints Handling and Customer Satisfaction Policy:

Afaq Alpha Company Limited is committed to the terms mentioned in the fifth paragraph of the decision of His Excellency the Minister of Housing No. (4/14/M/21) dated 10/12/1442 AH regarding receiving and processing complaints related to the real estate advertisement published in it. By addressing complaints received through official communication channels, Afaq Alpha Company Limited works at all organizational levels within an integrated system to address all complaints, improve operations, and enhance decision-making.

In line with ISO 10002 standards for dealing with complaints, Afaq Alpha Company Limited seeks to:

1. Proactively seek feedback and suggestions for improvement.
2. Welcoming complaints from customers who are dissatisfied with the services, decisions or procedures of Afaq Alpha Company Limited
3. Provide accessible, transparent and accountable complaints handling processes.
4. Considering customer feedback and complaints as inputs for building knowledge and improving services.
5. Commitment to providing high-quality service in cooperation with relevant departments to meet the ambitions and desires of customers and exceed their expectations.
6. Afaq Alpha Company Limited applies a number of organizational principles in accordance with best practices as follows:
   1.  Clarity: Availability of all information on how and where to submit complaints through official communication channels.
   2. Ease of access: Enabling the Customer Experience Department to reach all customers and receive their complaints, ensuring ease of use and full understanding of the complaints management system, and ensuring that communication channels are known and available within a variety of forms of communication. And ensuring the provision of flexible and diverse complaints handling mechanisms that meet customers’ needs and take into account their circumstances.
   3. Response: Striving to address complaints as quickly as possible in accordance with international best practices and informing customers of the progress achieved in their complaints.
   4. Objectivity: Addressing every complaint in a professional, transparent, equitable, objective and unbiased manner, and working to evaluate communication employees impartially and independently, by evaluating the quality of communications received from customers and the ability to respond to them, and adhering to procedures and instructions
   5. Service Excellence: Developing knowledge of leadership skills and operations in order to foster a culture of customer service excellence.
   6. Continuous improvement: Using the results of complaints handling as well as feedback from customers to develop and improve internal processes in the Afaq Alpha Company Limited system.
   7. Confidentiality: This is done by dealing with all complaints and customer data with complete confidentiality and within specific standards that guarantee this and are subject to continuous review.
   8. Ensuring that the complaints handling policy is circulated and understood by all Afaq Alpha Company Limited employees at all levels.