Complaint Resolution Policy
How to submit a formal complaint, our investigation process, and the timeline you can expect.
Executive Summary
How an organization handles a complaint says more about it than how it behaves when nothing has gone wrong. This policy sets out exactly how to raise a formal complaint with WE ARE TOGETHER, what happens after you do, and the timeline you can expect.
1. Purpose and Scope
This policy applies to any formal complaint about the Platform, our Services, our conduct, or the conduct of a Partner facilitated through the Platform. It supplements our Terms & Conditions and Contact & Legal Information page.
2. How to Submit a Complaint
Send a written complaint to complaints@wearetogether.example, including: (a) your name and contact details; (b) a description of the issue, including relevant dates and any Opportunity, Partner, or Consultation involved; and (c) the outcome you are seeking.
3. Our Process
| Stage | Timeline | What Happens |
|---|---|---|
| Acknowledgment | 2 business days | We confirm receipt and assign your complaint a reference number. |
| Investigation | Up to 15 business days | We review the matter, which may include contacting a relevant Partner or internal team member. |
| Resolution | Within 20 business days of acknowledgment | We provide a written response with our findings and, where warranted, a remedy. |
| Escalation (if unresolved) | Upon your request | You may request escalation to senior management for a final internal review. |
Why this matters: a specific timeline is a commitment we can be held to, not a vague promise to "get back to you." If we miss it, that itself is something you're entitled to raise with us.
4. If You Remain Unsatisfied
If you are not satisfied with our final internal response, you retain all rights available to you under Moroccan law, including recourse to the competent courts described in our Terms & Conditions, Section 15, or, where applicable and mutually agreed, arbitration as described in Section 16.
5. Complaints Involving a Partner
Where a complaint concerns an independent Partner rather than WE ARE TOGETHER directly, we will facilitate communication with that Partner and, where the Partner holds a professional license, may direct you to their relevant regulatory or professional body if appropriate.
6. Confidentiality
Complaints are handled confidentially, consistent with our Privacy Policy, and shared internally only with personnel who need to know in order to investigate and resolve the matter.
7. No Retaliation
Submitting a good-faith complaint will never affect your standing as a User or your access to the Platform.
8. Contact
Complaints should be directed to complaints@wearetogether.example. General questions about this policy may be directed to legal@wearetogether.example.
9. Version History
| Version | Date | Summary of Changes |
|---|---|---|
| 1.0 | 30 July 2026 | Initial publication of the Complaint Resolution Policy. |
Effective Date: 30 July 2026 Last Updated: 30 July 2026