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Complaints Procedure

Effective date: May 21, 2026

At One Two Three Real Estate LLC, we are committed to providing the highest standard of professional real estate services. We value our clients' feedback and take all dissatisfaction seriously. If you feel that our services have fallen short of your expectations, we encourage you to inform us immediately so we can resolve the issue swiftly and transparently.

Our complaint handling process complies with the best practices outlined by the Dubai Real Estate Regulatory Agency (RERA) and the Dubai Land Department (DLD).

Step 1: Raising Your Complaint

To help us investigate and resolve your issue as quickly as possible, please submit your complaint in writing to our dedicated management team:

  • Email: info@123dubai.ae
  • Subject Line: Formal Complaint - [Your Name / Property Reference]

Please include the following information:

  • Your full name and contact details.
  • The name of the real estate agent or staff member involved.
  • The property address or reference number (if applicable).
  • A clear, detailed description of the issue, including relevant dates and any supporting documentation (e.g., emails, receipts, or agreements).

Step 2: Acknowledgment and Initial Review

  • Timeline: Within 48 business hours of receiving your complaint.
  • Action: We will send you a formal acknowledgment via email, confirming that your complaint has been logged. Your case will be assigned to a senior manager or our internal compliance officer who is independent of the initial matter.

Step 3: Investigation and Proposed Resolution

  • Timeline: Within 5 to 7 business days from acknowledgment.
  • Action: We will thoroughly review the details of your case, which may involve interviewing the staff member concerned and reviewing correspondence. Following the investigation, we will send you a detailed written response outlining our findings and a proposed resolution.

Step 4: Escalation to Senior Management

If you are not satisfied with the proposed resolution from Step 3, you have the right to request an escalation.

  • Action: Your complaint will be forwarded directly to the Executive Management of One Two Three Real Estate LLC. A final internal review will be conducted, and a final corporate decision will be sent to you within 5 business days of escalation.

Step 5: External Regulatory Recourse (RERA / DLD)

We aim to resolve all disputes amicably and fairly through our internal procedures. However, if you remain unsatisfied with our final internal response, or if the dispute cannot be resolved, you have the statutory right to escalate the matter to the official regulatory authorities in Dubai:

  • Authority: Real Estate Regulatory Agency (RERA) / Dubai Land Department (DLD)
  • Official Channels: Complaints can be logged officially via the Dubai Rest mobile application or through the official DLD website (dubailand.gov.ae).