Complaints Policy

1. What this policy covers

This policy explains how to make a complaint about the BASERH website at baserh.net, your experience of it, the Early Access process or related support, and how we handle it. The Website is operated by شركة بصيرة للإرشاد الأسري (National Number 7028008576).

It doesn’t cover complaints about clinical care, specialists, diagnosis, treatment, prescriptions, in-app appointments or payments, app accounts or clinical records. The BASERH app will have its own complaints framework before broader launch.

This page isn’t for urgent help. If you need help now, see Getting help now.

2. How to make a complaint

• Email us at hello@baserh.net.
• Or use our contact form and choose “Complaint” as the reason.

3. What to include

We need contact details to review your complaint and reply, so complaints can’t be anonymous. Please include your name, your email address or another way to reach you, what happened, and the date or context where possible. We don’t ask for more than we need to look into it.

Please don’t include medical or health details unless they’re needed to explain your complaint.

4. What happens next

• We confirm that we’ve received your complaint, that it will be reviewed, and that we’ll follow up using the contact details you gave.
• The appropriate member of the BASERH team reviews it fairly.
• We may ask you for more information and look into the relevant records or circumstances.
• We then reply with our response or outcome.

We aim to review and respond to complaints promptly. If a complaint needs more time or investigation, we’ll follow up with you accordingly.

5. Early Access decisions

You can complain about your Early Access request, how we communicated with you, the fairness of the process, invitations or website support. Making a complaint doesn’t guarantee selection for Early Access, and it isn’t a way to appeal selection decisions.

6. Asking for another review

If you’re not satisfied with our first response, you can ask us to review your complaint again by replying to our message or emailing hello@baserh.net. Where reasonably possible, a different or more senior member of the BASERH team handles the second review.

7. Fair treatment

Making a complaint in good faith won’t count against you just because you raised a concern. We may, however, reasonably restrict or stop communication involving threats, harassment, unlawful content, repeated abuse or clearly fraudulent submissions. We don’t use this to dismiss legitimate criticism.

8. Records and privacy

Complaints may contain personal data. We keep complaints and records of how we handled them only as long as reasonably necessary to handle and respond to the complaint, carry out any second review you ask for, meet legal or compliance obligations and improve how we handle complaints, subject to applicable law. We handle them in line with our Privacy Policy.

9. Your rights

This policy operates under the laws of the Kingdom of Saudi Arabia. Nothing in it limits any right you may have under applicable law to raise a matter with the appropriate authority, or any legal right that cannot be waived.

10. Language

This policy is available in Arabic and English. If there is any inconsistency or conflict between the two versions, the Arabic version prevails.