1. How to raise a complaint
Complaints can be submitted through any of the following channels:
- Email: info@impalarealestate.com with the subject line "Formal Complaint".
- In writing: 702, Wadi Al Niyabiyah St, Al Nahyan Area, Abu Dhabi, U.A.E — addressed to "Managing Director".
- By phone: +971 2 447 8017 — ask to speak to the senior advisor handling your matter, or to the operations manager.
2. Information to include
- Your full name and contact details.
- The property reference, contract or transaction relevant to the complaint (if applicable).
- The name of the advisor or department involved.
- A clear description of the issue and the dates involved.
- Supporting documentation where available (emails, contracts, photographs).
- The resolution you are seeking.
3. Our response timeline
| Stage | What happens | Timeline |
|---|---|---|
| Acknowledgement | We confirm receipt and assign a case reference | Within 2 business days |
| Investigation | The matter is reviewed by a senior member of staff not previously involved | Within 10 business days |
| Initial response | We provide our findings and proposed resolution in writing | Within 15 business days |
| Final response | If further investigation is needed, we keep you updated and resolve within | 30 business days |
4. Escalation
If you are not satisfied with our final response, you may escalate the matter to:
- Abu Dhabi Real Estate Centre (ADREC) — the regulator for real estate brokerage in Abu Dhabi.
- Department of Municipalities and Transport (DMT) — for licensing and conduct issues.
- Abu Dhabi Judicial Department — for civil disputes.
We will provide reasonable assistance in directing you to the appropriate body.
5. Confidentiality
All complaints are handled confidentially. Information shared with us during the complaints process is used solely to investigate and resolve the matter, in line with our Privacy Policy.
6. No detriment
Raising a complaint will never adversely affect the level of service you receive from Impala Real Estate. We treat every complaint as an opportunity to improve.
7. Anti-retaliation
We strictly prohibit any form of retaliation against complainants. Concerns about retaliation should be raised directly with the Managing Director.