Complaints procedure

Our complaint procedure aims to resolve your problem as quickly as possible.

At all stages of this process we will endeavor to acknowledge receipt of your complaint on the day it is received and to provide a full response within a further five working days.

This procedure is designed to address problems that we have failed to resolve to your satisfaction, within the appropriate department.

Stage 1

Initially your complaint should be addressed to info@edirect.ae or contact the Customer Services team on+971 4 243 8653.

Your concerns will be fully investigated by the department, who will aim to respond fully within 10 working days.

Stage 2

If for any reason, you are not satisfied with our response, you should write to the:

edirect
Al Abraj St
Metropolis Tower 2102 – 8 (Floor 21)
Business Bay
Dubai
United Arab Emirates
PO Box 215285

After acknowledgement of your letter, we will make a full independent assessment and then provide a complete, written response within 14 working days.

Stage 3

If you feel that your concern still remains unresolved having received the written response from stage 2, please write to our UAE Executive Director, enclosing all previous correspondence:

Suhail Kazal
edirect
Al Abraj St
Metropolis Tower 2102 – 8 (Floor 21)
Business Bay
Dubai
United Arab Emirates
PO Box 215285

Our Executive Director of the edirect.ae will investigate your complaint in detail, the result of such investigation will be passed back to the relevant department manager to report to you in detail of any such findings and the proposed resolution to the situation.

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