Customer Grievances

Brief Overview

1. What is the purpose of the Grievance Redressal Policy?

The policy is designed to:

• Provide a formal mechanism for resolving grievances effectively.

• Ensure fairness, impartiality, and confidentiality in the resolution process.

• Strengthen trust by addressing concerns promptly and professionally.

• Promote a culture of openness and accountability within the organization.

2. Who can raise a grievance?

Grievances can be raised by:

• Clients: For concerns related to services, fees, transactions, or any dissatisfaction.

• Employees: For workplace issues, such as harassment, discrimination, or policy violations.

• Other Stakeholders: For any matter affecting their relationship with the company.

3. How can a grievance be reported?

We provide multiple channels for grievance submission:

• Email: Send a detailed complaint to lrsd201@gmail.com.

• Online Portal: Use the grievance redressal section on our website for secure submissions.

• In-Person: Visit the grievance officer at our office or contact the designated grievance team.

4. What is the process for grievance resolution?

The grievance resolution process involves:

1. Acknowledgment: Every grievance is acknowledged within 48 hours of receipt.

2. Review: The grievance is reviewed by the designated officer or committee to assess validity.

3. Investigation: An investigation is conducted, involving all relevant parties, if necessary.

4. Resolution: A suitable resolution is communicated to the complainant within 7–15 working days, depending on the complexity of the issue.

5. How is confidentiality maintained?

We ensure confidentiality by:

• Protecting the identity of the complainant and details of the grievance.

• Limiting information sharing to only those involved in the resolution process.

• Following strict data protection measures to prevent unauthorized access.

6. What if the complainant is not satisfied with the resolution?

If the complainant is dissatisfied, they can:

• Request a review of the decision by a senior official or the grievance redressal committee.

• Escalate the matter to the appropriate regulatory authority, as applicable.

7. How do we ensure fairness and transparency?

We maintain fairness by:

• Ensuring that all grievances are handled impartially, without bias or prejudice.

• Keeping the complainant informed of the progress and outcome of their grievance.

• Conducting regular audits of the grievance redressal process to identify and rectify gaps.