Complaints & Dispute Resolution
If something has gone wrong, we want to hear it from you rather than read it elsewhere. This page sets out how to complain, what we will do, and how long we will take.
1. Start here: there is no regulator above us
You should understand the position before you rely on this procedure. Assukna Real Estate Lebanon SARL is not licensed or supervised by any financial regulator. That means there is no financial-services regulator you can escalate a complaint to, no financial ombudsman, and no statutory investor-compensation scheme standing behind us. Our full regulatory position is set out in the Trust & Legal Centre.
We publish this procedure precisely because there is no external body enforcing one on us. The commitments below are contractual commitments to you, and we expect to be held to them.
2. What counts as a complaint
Any expression of dissatisfaction about the Platform, a project, your account, a payment, our staff, or our conduct — whether or not it is justified. You do not need to use the word “complaint”, and you do not need to establish that you have suffered a loss. Common subjects include:
- an amount charged, deducted, or credited that you believe is wrong;
- a deposit or withdrawal that has not arrived or has been delayed;
- a distribution you expected and did not receive;
- information about a project that you consider misleading or incomplete;
- identity verification being refused, delayed, or repeatedly requested;
- an account suspended, restricted, or closed;
- a referral or promotional reward you believe you were entitled to;
- how we have handled your personal data;
- the conduct of anyone acting for us.
3. How to complain
Email legal@assukna.com with “Complaint” in the subject line. Write in Arabic, English, or French — we will reply in the language you used.
To let us resolve it quickly, please include:
- the email address registered to your account;
- what happened, and when;
- the project, transaction, or amount concerned, if applicable;
- what you would like us to do about it;
- any screenshots or documents that help.
A complaint you have already raised in ordinary support correspondence still counts. If you tell us you are dissatisfied, we treat it as a complaint and this procedure applies — you do not have to start again.
4. What we will do, and when
Business days mean days on which banks are open in Beirut, excluding Lebanese public holidays.
- Acknowledgement within 2 business days. We confirm we have received your complaint, give it a reference, and name the person handling it.
- Substantive response within 15 business days of receipt, addressing what you raised.
- If we need longer — because the matter is complex or depends on a third party such as a bank, payment processor, or our identity verification provider — we will tell you before the 15 days are up, explain why, and give you a date. We will not exceed 35 business days from receipt without your agreement.
Our response will tell you, in writing:
- what we found;
- whether we uphold your complaint, in whole, in part, or not at all;
- our reasons;
- what we will do to put it right and by when, if we uphold it;
- how to escalate if you are not satisfied.
5. Who handles it
A complaint is not handled by the person whose decision or conduct it concerns. It is handled by a member of the Assukna team who was not involved. If you are not satisfied with the response, you may ask within 20 business days for it to be reviewed by a manager of the company — say so by reply, and tell us why you disagree. A review is a fresh look at the matter, not a repetition of the first answer, and we will respond within a further 15 business days.
6. Putting things right
Where we have made an error we will correct it. That may mean correcting your account or ledger, refunding or crediting an amount we should not have taken, releasing a payment we delayed, correcting information we published, or changing how we do something so it does not recur. We do not pay compensation for investment losses caused by the performance of a property — that is investment risk, not an error, and it is described in our Risk Disclosure.
7. Records
We record every complaint, what it concerned, how it was resolved, and how long it took, and we keep that record for at least five years. We review complaints periodically to find recurring problems and fix their cause, not only the individual case.
8. If we still cannot resolve it
If our final response does not satisfy you, the following routes exist in Lebanon. Nothing in this procedure limits your legal rights, and you are not required to complete this procedure before exercising them — though we would ask you to give us the chance.
- Consumer Protection Directorate, Ministry of Economy and Trade. Consumers may raise complaints under Consumer Protection Law No. 659/2005, which governs, among other things, information given to consumers and the fairness of contract terms.
- The competent courts of Beirut. Under section 23 of our Terms of Service, Lebanese law governs and the Beirut courts have exclusive jurisdiction, except where mandatory consumer-protection law in your country of residence provides otherwise.
- Mediation. Where both of us agree, a dispute may be referred to mediation before proceedings are commenced. We will consider any reasonable proposal to mediate.
- Personal data. Complaints about personal data may also be pursued under Law No. 81/2018 and, where applicable to you, under the data protection law of your country of residence. See our Privacy Policy.
Suspicions of money laundering or terrorist financing are a separate matter and are reported by us to the Special Investigation Commission as described in our AML & KYC Policy; that is a legal obligation, not a complaints channel.
9. Contact
legal@assukna.com — Assukna Real Estate Lebanon SARL, Section 4, building on plot 1601, Achrafieh, Beirut, Lebanon.