Last updated: 2024-01-15T10:00:00Z • Draft — not legal advice.

Complaints & Contact

1. Our Commitment

At CarVault, we are committed to providing excellent customer service and resolving any concerns you may have quickly and fairly. We take all complaints seriously and strive to resolve them to your satisfaction.

2. Complaints Process

Our stepwise resolution process ensures timely handling of your concerns:

2.1 Timeline

1. Initial contact within 24 hours
2. Investigation within 5 business days
3. Resolution proposal within 10 business days
4. Final resolution within 30 days

3. How to Submit a Complaint

3.1 Online

Submit your complaint via email to [email protected]with the subject line "Complaint - [Your Reference Number]".

3.2 Phone

Call us at +971 4 123 4567 during business hours (Sunday to Thursday, 9:00 AM - 6:00 PM UAE time).

3.3 Postal Mail

Send written complaints to:
Business Bay, Dubai, UAE

4. Information to Include

To help us resolve your complaint quickly, please provide:

• Your full name and contact information
• Vehicle details (make, model, year, VIN if available)
• Transaction reference number (if applicable)
• Detailed description of your concern
• Any supporting documentation
• Your preferred resolution outcome

5. Escalation Process

If you are not satisfied with our initial response, you may escalate your complaint to our management team. We will provide you with escalation contact details if needed.

6. External Dispute Resolution

If we cannot resolve your complaint to your satisfaction, you may refer the matter to relevant UAE consumer protection authorities or industry ombudsman services.

7. Jurisdiction

Any legal disputes arising from our services are subject to the jurisdiction of the Dubai Courts (non-DIFC) for dispute resolution.

8. General Contact Information

8.1 Customer Service

• Email: [email protected]
• Phone: +971 4 123 4567
• Address: Business Bay, Dubai, UAE

8.2 Business Hours

Sunday to Thursday: 9:00 AM - 6:00 PM (UAE time)

Friday: 2:00 PM - 6:00 PM (UAE time)

Saturday: Closed

9. Emergency Contact

For urgent matters related to ongoing transactions, you can reach our emergency line at +971 4 123 4567 during business hours.

10. Feedback and Suggestions

We welcome your feedback and suggestions to help us improve our services. Please send them to [email protected] with the subject line "Feedback".

11. Privacy

All complaints and communications are handled in accordance with our Privacy Policy and UAE Personal Data Protection Law. We will only use your information to resolve your complaint and improve our services.

12. Updates to This Policy

We may update this complaints policy from time to time. Any changes will be reflected on this page with an updated "Last updated" date.