Effective 22 October 2026
1. How to complain
You may raise a complaint by email to info@castilion-estates.com with the subject “Complaint”, by WhatsApp on +971 58 670 0664, or in writing to Castilion Realty L.L.C., Office OF09-40, Oud Metha Tower, Umm Hurair Second, Sheikh Rashid Road, Dubai, United Arab Emirates. Please include your name, contact details, a description of the matter and the outcome you seek.
2. Our timeline
| Stage | Commitment |
|---|---|
| Acknowledgement | Within two (2) business days of receipt |
| Investigation | By a senior member of Castilion who was not involved in the matter |
| Final written response | Within fifteen (15) business days of receipt. Where more time is genuinely required, we shall inform you of the reason and the expected date. |
3. Escalation
If you are not satisfied with our final response, you may refer the matter to the Real Estate Regulatory Agency of the Dubai Land Department, which regulates Castilion’s licensed activities. Complaints concerning a bank’s products or decisions should be raised with the bank first and may then be referred to Sanadak, the UAE financial ombudsman unit for banking and insurance.
4. Records
Castilion keeps a record of each complaint, its investigation and its outcome, and reviews complaints periodically to improve its service.
Questions? Email info@castilion-estates.com.