Complaints

How to submit a complaint

Email: complaints@titledeep.com

Include: your name, contact details, case ID (if applicable), timeline and key dates, issue type, and the resolution you want.

Service targets

• Acknowledgement within 2 business days.
• Initial outcome within 10 business days (or an explanation and updated timeline if more time is needed).

Complaint types and routes

A) Titledeep service complaints

If your complaint relates to Titledeep's service (platform behaviour, communications, document handling, or service quality), we investigate internally and provide a resolution or remediation plan.

B) Bank/lender complaints

If your complaint relates to a bank or licensed financial institution decision or service, you may need to raise it with that institution first. Banks and insurers typically have their own complaint channels and response timelines.

C) External escalation (Sanadak) - for eligible LFI/insurance complaints

Sanadak is the UAE financial ombudsman for complaints against licensed financial institutions and insurers. Sanadak may reject complaints if you did not first raise an official complaint with the institution, or if you did not wait 15 calendar days after submitting the complaint to the institution. Submitting a complaint is free for consumers and SMEs; appeals may carry a fee (AED 500 per appeal).

D) Privacy complaints

If your complaint relates to personal data handling, contact privacy@titledeep.com. Under UAE Federal Data Protection Law, you may also have the right to lodge a complaint with the UAE Data Protection Office. See our Privacy Policy for details.

Outcomes

• Clarification or correction of records.
• Service remediation plan and confirmation when completed.
• Partner escalation (where applicable and authorised).
• Security or privacy investigation outcomes where relevant.