Complaints & Feedback Procedure

At Doatkali, we value your feedback—in fact, we believe it helps us improve and serve you better. If you have a complaint about our service or wish to give feedback, here's how the process works.

1

Submit Your Complaint/Feedback

Send your complaint or feedback to us via:

  • Email: support@doatkali.com
  • Support form (available under "Help" or "Contact Us" on the site)

Please include: your name, registered email, description of the issue, date and any relevant screenshots or attachments.

2

Acknowledgement

We will acknowledge receipt of your complaint within 1-2 business days. You'll receive a reference number so you can track the progress.

3

Review & Investigation

Our Student Support & Quality team will review your complaint, gather relevant facts, and assess the matter. This may involve reaching out to you for additional information.

4

Resolution

We aim to provide a resolution or response within 10 business days of your initial submission (unless the matter is unusually complex). We'll communicate the outcome, any actions taken and next steps (if any).

5

Escalation

If you remain dissatisfied with the outcome, you may request escalation to our senior management by replying to the resolution email and clearly indicating your concerns. We will then review the case again.

Tracking & Transparency

Keep your reference number safe—this enables you and our team to monitor progress. We may also publish an anonymised summary of complaints and resolutions from time to time, to maintain transparency and improve service quality.

Feedback Only?

If you simply want to provide feedback (without lodging a formal complaint), please do so via the same channels. We appreciate all input and may share notable suggestions publicly (with your consent).

Confidentiality

All complaints and feedback are handled confidentially. We will only share information on a need-to-know basis, and respect your privacy throughout.

Thank you for helping us make Doatkali better.