The Real Estate Regulatory Authority was initially set up to regulate the out of control market. It focuses on Developers and Brokers giving them a legal framework to follow.

All brokers in Dubai must pass the RERA course and be licensed. A licensed broker will carry their broker’s card with them at all times and consumers should always ask to see this card and ensure the legitimacy of the agent.

Mark Towers has recently been invited to sit on the Board of Directors of the Dubai Brokers Group which is run by RERA. This is a testament to the company as it shows how Edwards and Towers have met the standards set by RERA and are now in a position to advise and enhance the future of brokerage in Dubai.

click here to view the official RERA website

RICS - Complaint handling policy

At Edwards and Towers, we place great importance on providing the highest standards of service to our clients.

However, we recognise that occasionally we do make mistakes. In these instances, we encourage our clients to advise us of their complaints so that we have the opportunity to put matters right.

We aim to get your complaint resolved as quickly as possible by staff with the right experience, knowledge and authority.

We want to:

  • make it easy for you to raise your complaint;
  • listen to your complaint;
  • consider your suggestions for how we can put matters right;
  • make sure you are satisfied with how your complaint was handled and resolved;
  • be polite, efficient and fair in all of our dealings with you.

This page explains what to do if you have a complaint about our services. It also outlines the timescales you should expect for resolving complaints and who to contact if you are not satisfied with our response.

How and where to complain

If you are not satisfied with any aspect of our service or products, please advise us in writing or email. We have a designated complaints handler. Please click here to send a direct e-mail.

How long will it take?

Our aim is to address any concerns as soon as possible. Once we have received a written complaint we will contact you in writing within 10 days to inform you of our understanding of your case.

Within 21 days of your written summary, the person dealing with your complaint will write to you, in order to inform you of the outcome of the investigation of your complaint and let you know what actions have been or will be taken.

Should your concerns take us longer to resolve than we initially anticipated, we will contact you to update you on progress.

We will generally send you a 'final response' letter. This will clearly set out Edward s and Towers position with regard to your complaint.

If you remain dissatisfied with any aspect of our handling of your complaint, then we can advise you how to contact the RICS to request them to review your case.

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