At Gentle Way Real Estate, your satisfaction is our top priority. We are fully committed to providing exceptional service and ensuring a positive experience for every client. We understand that buying, selling, or renting a property is a significant decision, and we strive to make the process as smooth and enjoyable as possible. However, we recognize that there may be times when we do not meet your expectations. If this occurs, we genuinely want to hear from you.

Your feedback is not only valuable to us but also essential for our continuous improvement. We take all complaints seriously and view them as an opportunity to learn, grow, and enhance the quality of our services. By voicing your concerns, you help us uphold our commitment to delivering the highest standards of customer care.

We are dedicated to handling all complaints with respect, empathy, and efficiency. Our goal is to resolve issues promptly, transparently, and to your satisfaction. This document outlines the steps you can take if you wish to make a complaint and provides details on how we manage the process.

How to Make a Complaint

We understand that raising a concern can be sensitive, and we are here to listen with respect and attention. We encourage open communication and aim to address all issues in a fair and timely manner. To ensure your complaint is handled efficiently, please follow the steps below:

1. Contact Us Directly

We believe in addressing concerns quickly and efficiently. If you are dissatisfied with any aspect of our service, please reach out to us directly. You can make a complaint by:
• Email: Send a detailed email to Elham@gentlewayre.com. Please include your full name, contact information, property details (if applicable), and a clear description of your concern. Providing relevant documents, such as contracts or correspondence, can help us understand the issue better.
• Phone: Alternatively, you can speak to us directly by calling +971 553869153. Our team is trained to handle complaints with professionalism and care. We are here to listen and assist you in resolving any issues.

We encourage you to contact us as soon as possible after the event, as this allows us to investigate more effectively. Our aim is to resolve concerns quickly, minimizing any inconvenience to you.

2. Acknowledgment and Follow-Up

Once we receive your complaint, we will acknowledge it promptly. Our commitment is to:
• Confirm receipt of your complaint within 2 working days.
• Provide you with the name and contact details of the person handling your complaint.
• Investigate your concern thoroughly, ensuring that all aspects are carefully reviewed.

We understand the importance of transparent communication and will keep you informed throughout the process. We will reach out using your preferred method of contact—whether by email or phone—to discuss your complaint in detail. Our team will work closely with you to understand your perspective and gather any additional information needed.

3. Investigation and Resolution

We are committed to investigating all complaints fairly and impartially. Our process includes:
• Conducting a detailed review of the complaint and gathering relevant information.
• Consulting with the staff members involved to gain a complete understanding of the situation.
• Ensuring that all investigations are conducted with respect, confidentiality, and professionalism.

Once we have completed our investigation, we will contact you with our findings and proposed resolution. We aim to provide a response within 10 working days. If additional time is needed, we will inform you of the reason for the delay and provide an estimated timeline for resolution.

Our goal is to resolve complaints promptly and to your satisfaction. If you are satisfied with our proposed solution, we will proceed with the agreed-upon actions to resolve the issue. Should you feel that your complaint has not been adequately addressed, we encourage you to let us know, and we will review the matter further.

4. Feedback and Continuous Improvement

Your feedback is invaluable to us. At Gentle Way Real Estate, we believe that every complaint is an opportunity to learn and improve. Once your issue has been resolved, we may reach out to you for feedback on your experience with our complaints process. Your insights help us enhance our services and prevent similar issues from occurring in the future.

We are committed to maintaining the highest standards of customer care, and your feedback plays a crucial role in our continuous improvement efforts. By sharing your experience, you help us understand your needs better and refine our approach to customer service.

Our Commitment to You

At Gentle Way Real Estate, we are dedicated to ensuring that your experience with us is positive. We value your trust and are committed to:
• Handling every complaint with respect, empathy, and integrity.
• Investigating all concerns impartially and transparently.
• Providing clear communication throughout the complaint resolution process.
• Continuously improving our services based on your feedback.

We recognize that building strong relationships with our clients requires more than just delivering exceptional service—it also involves listening to your concerns and learning from them. Our aim is not only to resolve your issue but also to strengthen our relationship with you by demonstrating our commitment to customer satisfaction.

Your Satisfaction Matters

At Gentle Way Real Estate, we genuinely care about your satisfaction. We are committed to going above and beyond to ensure that your experience with us is positive and that any concerns are addressed promptly and effectively. Your trust and confidence are of utmost importance to us.

If you have any questions or need further assistance, please do not hesitate to reach out. We are always here to help, listen, and improve. Your feedback makes us better, and your satisfaction drives us forward.

Thank You for Choosing Gentle Way Real Estate

We appreciate your trust in us and are grateful for the opportunity to serve you. Your feedback helps us grow and enhance our services to meet your expectations. Thank you for choosing Gentle Way Real Estate. We are dedicated to ensuring your satisfaction and look forward to building a lasting relationship with you.

Contact Us:
• Email: Elham@gentlewayre.com
• Phone: +971 553869153
• Website: www.gentlewayre.com