Complaints and feedback
If something has gone wrong, or you want to tell us how we did, this is how to reach us and what we do with it.
What this covers
This applies to any complaint, concern or piece of feedback about DCL's services, our team, or this website. Feedback that is not a complaint is welcome through the same route — it is how the work gets better.
How to raise it
Use the contact form on this website and choose "Feedback or complaint". To let us look into it properly, please include the service concerned, the date it took place, the reference you were given if you have it, what happened, and what outcome you are looking for.
What we do with it
Your complaint is recorded against the enquiry or the service it relates to, so it is not lost in an inbox. It is reviewed by the people responsible for that work, together with the record of what was carried out.
Follow-up
We contact you to confirm we have it, to ask anything we still need, and to tell you the outcome. If the matter takes longer to resolve, we tell you that rather than leaving it silent. Handling times follow the same operating hours set out in our response-time policy, and we do not promise a fixed period we have not committed to.
If you are not satisfied
If you are not satisfied with the outcome, say so and ask for it to be looked at again; the matter is escalated within DCL. This policy does not affect any right you have to raise the matter with a competent authority in the Kingdom of Saudi Arabia.