Complaints Handling

1. What this procedure covers

A complaint is an expression of dissatisfaction that asks Dar Al Tharwah to investigate or remedy an issue. It may concern:

• website access, account functionality, authentication, privacy, or security;
• an article, financial statement, advertisement, claim, author disclosure, or correction request;
• a consultation request, introductory call, communication, response time, or staff conduct;
• a paid resource, course, event, invoice, cancellation, or refund where applicable;
• identity, qualifications, fees, conflicts, service scope, or regulatory representations;
• accessibility, discrimination, inappropriate communication, or misuse of personal information.

2. Matters that are not complaints

A general question, consultation enquiry, technical request, privacy-rights request, or suggestion may be handled through the ordinary support or contact process. If the message expresses dissatisfaction or requests a remedy, it will be treated as a complaint even if it was not labelled that way.

3. How to submit a complaint

Submit a complaint through the contact and consultation page and begin the message with Complaint. A complaint may also be delivered through the published phone, WhatsApp, or postal contact details below.

Do not send passwords, private keys, full payment-card numbers, or original identity documents through an ordinary message.

4. Information that helps an investigation

• your name and a reliable contact method;
• the page, account, communication, service, invoice, or person involved;
• what happened and when it happened;
• copies or screenshots of relevant communications or records;
• the outcome or remedy you are seeking;
• any accessibility, language, confidentiality, or communication need.

A complaint will not be rejected merely because every item is not available. Dar Al Tharwah may ask reasonable follow-up questions.

5. Acknowledgement and review

Dar Al Tharwah aims to acknowledge a complaint promptly, normally within five business days. The acknowledgement may confirm the issue understood, identify any information needed, and explain the next step.

The complaint should be reviewed by a person who is able to consider the relevant records and who was not solely responsible for the issue where reasonably practicable. Material complaints may be escalated internally, including to founder Mohammad Hossein Soleimani (MHS) or another responsible decision-maker where appropriate.

6. Investigation and outcome

The review may consider website records, account events, published content, communications, engagement documents, payment records, service-provider information, and applicable legal or contractual requirements.

Dar Al Tharwah aims to provide a substantive written response as soon as reasonably practicable. The response may include a summary of the complaint, findings, any correction or remedy, and reasons for the outcome. If more time is needed, the complainant should be told why and given an updated target date.

7. Possible remedies

Depending on the circumstances and applicable rights, a remedy may include an explanation, apology, correction, content update, account action, renewed service, cancellation, refund, fee adjustment, staff guidance, process improvement, or confirmation that no further action is justified.

A remedy does not require Dar Al Tharwah to make an admission of legal liability where the facts do not support one.

8. Privacy and records

Complaint information will be used to investigate, communicate, prevent recurrence, comply with law, and establish or defend legal rights. It will be shared only with people or providers who reasonably need it for those purposes.

Records may be retained for a reasonable period based on the issue, sensitivity, legal obligations, dispute risk, and any professional engagement. Privacy requests remain subject to the Privacy Policy.

9. Complaints involving a partner or separate entity

If a complaint concerns an independent provider, regulated partner, payment service, or contracting entity, Dar Al Tharwah may explain the relevant role and, where appropriate and lawful, refer or coordinate the complaint with that organisation.

A separate professional agreement may contain its own complaints process, deadlines, regulator information, ombudsman rights, or dispute forum. That process applies to the relevant engagement where it expressly differs.

10. External rights and unresolved complaints

This procedure does not remove any right to contact a competent consumer, privacy, professional, judicial, or regulatory authority where applicable. Dar Al Tharwah will not represent that a particular regulator supervises the website or service unless that status is expressly identified and verifiable.

Before formal proceedings, the parties are encouraged to attempt a good-faith written resolution where appropriate.

11. No retaliation and accessibility

A person will not be treated unfairly merely for raising a genuine complaint. Reasonable adjustments or alternative communication methods may be considered for disability, language, or accessibility needs.

12. Monitoring and updates

Complaint themes may be reviewed to identify recurring content, service, security, or communication problems. This procedure may be updated as the website, team, services, or applicable requirements change.