In pursuit of excellence in offering its diverse range of products and ensuring customer satisfaction that exceeds expectations, Darah Trading Company is committed to establishing effective communication channels with its customers to understand their needs, simplify procedures, and enhance services.

To achieve this, the company has adopted a Customer Complaints Management System based on global best practices (ISO 10002 standard) as an effective means to achieve its strategic goals. This system enables the company to receive, address, and utilize complaints to improve its services while ensuring full compliance with all relevant laws and regulations.

This policy underscores senior management’s commitment to handling complaints efficiently, effectively, promptly, and fairly. The complaint management system is designed to be easily accessible, highly responsive, transparent, confidential, and reliable. It is simple, unbiased, efficient, time-bound, and subject to periodic audits.

Darah Trading Company provides multiple communication channels to enable customers to share their feedback and suggestions, including social media platforms, the customer service center, the "Contact Us" platform, and others.

The company is dedicated to handling all customer complaints responsibly. Wherever possible, it will ensure that the root causes of complaints are effectively addressed.

Chief Executive Officer

Abdullah Ali Al-Hadi

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