Submitting a complaint
As a valued Tabby customer, we want you to be happy with our services. We welcome any complaints you may have, as this feedback helps us improve the quality of our services to meet your expectations. You can submit a complaint through various communication channels 24/7.
Channels for submitting inquiries or complaints
Tabby mobile app
- Download the Tabby mobile app if you don’t already have it
- Log in to your account on the app
- Go to your profile, select Contact us
- Start a chat with support and say you’d like to submit a complaint
Phone
- Call +97146105555 or 800-82229 (toll-free) in UAE or 800-111 0999 (toll-free) in KSA and mention that you’d like to submit a complaint
- Send an email to help@tabby.ai and explicitly mention that you’d like to submit a complaint
Website
- Fill out the form at the link in this web page
Complaint handling process
- Contact our support team via any of the communication channels outlined and we will get back to you to resolve the matter as soon as possible.
- If you're raising a complaint from the United Arab Emirates, we'll respond using your original contact channel, share a service request (SR) number, provide updates through the same channel, and issue a final written response with the outcome.
- For customers in the Kingdom of Saudi Arabia, we’ll send an SMS to the phone number linked to your Tabby account with all relevant details, including the reference number and complaint outcome.
- We’ll keep a record of all communication related to your complaint and you’ll be informed of the resolution results via the channel you originally used to submit the complaint. Customers in KSA will receive SMS updates in addition to updates via the original communication channel.
- If we’re unable to resolve your issue immediately, we’ll keep you informed and provide updates on the status of your complaint, setting clear expectations until we find a resolution.
- If you're having trouble submitting your complaint through our website, please contact our Customer Support team. We're here to help and will make sure your concern is properly recorded and handled through our official complaints unit.
Escalation
If you’re not satisfied with the resolution of your complaint and wish to escalate it, you may do so through the following channels:
- Phone: +97146105555 (UAE only) or 800-82229 (toll-free)
- Email: help@tabby.ai
Provide your service request (SR) number/complaint reference number to the Customer Care Unit, and explain that you wish to escalate your complaint as you’re not satisfied with the outcome.
