Two separate routes: one for a problem with our work, and one for a request about your personal data. Both are handled by a named person and both have a stated timescale.
Last updated September 2026
This policy is a working draft under legal review and will be finalised before launch.
Write to us using the details on our Contact page, with the project reference if you have one, what went wrong and what you would like done. We acknowledge every complaint within two working days and give a full written response within fourteen days. If the matter needs a site inspection, we arrange it within that period and tell you if the response will take longer.
Ask for the matter to be escalated to a director, who will review it independently of the project team and respond within a further fourteen days. Consumer complaints in Dubai may also be raised with the Department of Economy and Tourism.
Under the UAE PDPL you may ask us to confirm what personal data we hold about you, give you a copy, correct it, delete it, restrict or object to how we use it, or transfer it to another provider.
Email us with the words 'data request' in the subject line and tell us which right you are exercising. We may ask for proof of identity, because we will not release personal data to the wrong person. We respond within thirty days and tell you in advance if a request is complex enough to need longer.
Complaints and data requests are handled free of charge. We may charge a reasonable fee only where a request is repetitive or clearly excessive, and we will tell you before doing so.
If you are unhappy with how we have handled your personal data, you may complain to the UAE Data Office.
Questions about this policy? Write to us on the contact page.