Reporting

Ethics channel

If you believe Oliva, or anyone acting for Oliva, has done something dishonest, negligent or against the rules that bind a licensed broker, this page is how you tell us. You do not need to be a client and you do not need to give your name.

What this channel is for

You do not have to be sure. If one of these describes what you saw, send it and let us establish the facts.

Conduct by Oliva, or by anyone acting for Oliva: Anything done in Oliva’s name that you believe was dishonest, misleading or negligent. That includes what you were told on a call, what was written to you, and what was left out.
A fee that was not disclosed: The whole schedule is published, and any commission a developer pays us is rebated to you in full. If you were asked for something that is not on the fees page, or a rebate did not reach you, that is a report.
A recommendation that looks bought: If a project was put in front of you and you believe the reason was what the developer pays us rather than what the data says, tell us. The method is published and the verdict is allowed to be do not buy.
The conduct of a firm we introduced you to: Conveyancers, mortgage brokers, property managers, anyone we put you in touch with. We disclose who pays whom, so we are accountable for the introduction and we want to know when one goes wrong.
Anything contrary to RERA rules: A guaranteed return, an advertisement without a Trakheesi permit, pressure to sign, or a request to send purchase money anywhere other than the developer’s RERA-approved escrow account. Oliva will never ask you to transfer purchase funds to an Oliva account.

What we promise, and what we cannot

Confidential: Your report and your identity stay with the people handling it. We do not pass either to the developer, the partner firm or the person a report is about, and we do not use a report as a reason to change how we treat you.
Anonymous, if you choose it: We act on anonymous reports and we do not require a name. Before you decide, here is exactly how the channel works, because you should choose with the mechanism in front of you rather than a reassurance.; Reports arrive by email. That means a message carries whatever address it was sent from, and we can read it. Oliva does not run a third-party whistleblowing platform and we are not going to tell you that software makes you untraceable. If you want to be anonymous, send it from an address that identifies nobody, or put it in the post.; Do not use the contact form on this site for a report you want kept anonymous. That form records a visitor identifier, the campaign tags you arrived with and the page that sent you, because it is built to answer sales enquiries.
No retaliation: Nobody who reports in good faith will be dropped as a client, charged differently, refused service or acted against in any other way by Oliva or by anyone acting for Oliva. Good faith is the standard, not accuracy: a report that turns out to be mistaken is still a report we wanted.; That commitment is ours to make and we make it. We cannot make it on behalf of a developer, a bank or any other third party, and we are not going to imply that we can.

How to send a report

One email to hello@joinoliva.com. That is the address our Terms name for legal and compliance, for complaints and for formal notices, and the same one on the privacy and cookie pages. There is no separate inbox to remember.

Write to hello@joinoliva.com

Say what happened, when, and who was involved, as precisely as you can. Attach anything that shows it: a contract, an invoice, a screenshot of a message, a voice note. Attachments tell us more than a description of them, and they are what turns a report into something we can act on.

If you want a reply, include a way to reach you. If you do not, say so and we will not try to work out who you are.

By post, if you prefer paper and no address of your own on it: Oliva DB Properties CO. L.L.C. S.O.C., Ontario Tower, Business Bay, Dubai, United Arab Emirates.

What happens next

We confirm receipt within five working days, wherever there is an address to reply to.
Where a report concerns a live file, the step it questions is put on hold until the question is answered.
You get the outcome in writing, again wherever we have a way to reach you. If we got something wrong, we say so in those words.
If the mistake is in something we published, it is corrected under the corrections policy on our editorial standards page.

You do not have to come to us first

A report sent to this address reaches the named licensed broker who signs the file. If your report is about him, or you would simply rather it did not pass through us, take it to the regulator instead.

Oliva is licensed by the Real Estate Regulatory Agency under RERA BRN 1573501, on DLD broker card 92025. RERA supervises brokers and takes complaints about us directly, through its Permanent Real Estate Brokerage Committee and its Real Estate Violation System. Both are reached through the Dubai Land Department. dubailand.gov.ae

Clause 15.8 of our Terms puts the same thing in binding language: nothing you agree with Oliva waives your right to complain to RERA, the DLD or any other competent authority, in the UAE or where you live. Using this page does not spend that right and it does not come first.

Where the underlying rules are written

Conflict of interest policy: Who pays us, what is walled off from the Oliva Score, the one conflict that remains, and how a published mistake is corrected.
Terms of service: Clause 6 on the fee and the rebate, clause 11 on money laundering and fraud, clause 15 on complaints and dispute resolution, clause 16.9 on notices.
What we charge: The published schedule in full, so you can hold an invoice against it and see whether the two agree.