Introduction
Welcome to Haatak! We are GrowYuga Fintech Private Limited., located at #558, 2nd Floor, 3rd Phase, JP Nagar, Bengaluru - 560078.. We highly value your trust and are committed to addressing your concerns with transparency and fairness. Your satisfaction is our priority, and we strive to handle grievances with the utmost care and clarity. At Haatak, we are committed to being transparent and fair with our Customers. We understand that there may be times when our products or services fall short of your expectations. If you’re not satisfied, we want to hear from you and address your concerns.
This policy details the steps for resolving any complaints or issues you may have when using our services through our website, WAP site, or mobile applications. By engaging with our services, you agree to the terms outlined in this Grievance Policy. If you disagree with any part of this policy, we encourage you to let us know. Please note that this policy may be updated periodically, so we recommend reviewing it regularly to stay informed.
- Our Commitment:
1.1 Fair Treatment: We ensure that all Customers are treated fairly and with respect.
1.2 Open and Courteous Handling: Complaints and concerns are addressed with an open mind, courtesy, and in a timely manner.
1.3 Clear Communication: We will inform you about how to escalate your concerns if you’re not satisfied with the initial resolution.
1.4 Transparent Process: We ensure that all grievances are handled through a clear and transparent process, keeping you informed at every stage.
1.5 Timely Updates: We commit to providing timely updates on the status of your complaint and ensuring prompt resolution of issues.
1.6 Continuous Improvement:We actively use feedback from grievances to improve our services and prevent future issues, demonstrating our dedication to enhancing your experience with Haatak.
- How to File a Complaint:
2.1 Any Issues: You have the right to file a complaint or provide feedback if you are dissatisfied with our services. Complaints can be submitted in writing, via email, or through our website, www.Haatak.com
2.2 Timely Resolution: If your issue is not resolved within the expected timeframe or if you are unhappy with the resolution, you can escalate your complaint through our tiered redressal system or seek other legal avenues if necessary.
2.3 Detailed Reporting: Provide as much detail as possible when submitting your complaint to help us understand and address your issue more effectively.
2.4 Acknowledgment:Once you file a complaint, you will receive an acknowledgment of receipt. This ensures that your complaint has been received and is being reviewed.
2.5 Follow-Up: If you do not receive a response within the specified timeframe, you can follow up on your complaint status to ensure it is being addressed.
- Staff Development and Support:
3.1 Ongoing Training: Our staff regularly undergo training to handle queries and grievances effectively. We focus on improving service quality based on feedback and common issues.
3.2 Regular Updates: Our staff receive regular updates and training on best practices for handling customer grievances, ensuring they are well-informed and up-to-date.
3.3 Empathy and Respect Training includes emphasizing empathy and respect in all customer interactions, ensuring that every grievance is handled with sensitivity and understanding.
3.4 Performance Monitoring:We monitor staff performance in handling complaints to ensure adherence to our standards and make improvements as necessary based on feedback and performance reviews.
- Customer Care Escalation Matrix:
4.1 Level 1: Call us at +91 9100450091 for any unresolved issues. If you’re not satisfied with the response, request to speak with a customer service supervisor. You will either be transferred immediately or receive a call back within 1 working day.
4.2 Level 2: Email us at grievance@Haatak.com. You will receive a ticket number for your complaint. We aim to respond within 2 working days.
4.3 Level 3: If the issue remains unresolved, write to our grievance officer at grievanceofficer@Haatak.com, mentioning your original ticket number.
1.1 Fair Treatment: We ensure that all Customers are treated fairly and with respect.
1.2 Open and Courteous Handling: Complaints and concerns are addressed with an open mind, courtesy, and in a timely manner.
1.3 Clear Communication: We will inform you about how to escalate your concerns if you’re not satisfied with the initial resolution.
1.4 Transparent Process: We ensure that all grievances are handled through a clear and transparent process, keeping you informed at every stage.
1.5 Timely Updates: We commit to providing timely updates on the status of your complaint and ensuring prompt resolution of issues.
1.6 Continuous Improvement:We actively use feedback from grievances to improve our services and prevent future issues, demonstrating our dedication to enhancing your experience with Haatak.
2.1 Any Issues: You have the right to file a complaint or provide feedback if you are dissatisfied with our services. Complaints can be submitted in writing, via email, or through our website, www.Haatak.com
2.2 Timely Resolution: If your issue is not resolved within the expected timeframe or if you are unhappy with the resolution, you can escalate your complaint through our tiered redressal system or seek other legal avenues if necessary.
2.3 Detailed Reporting: Provide as much detail as possible when submitting your complaint to help us understand and address your issue more effectively.
2.4 Acknowledgment:Once you file a complaint, you will receive an acknowledgment of receipt. This ensures that your complaint has been received and is being reviewed.
2.5 Follow-Up: If you do not receive a response within the specified timeframe, you can follow up on your complaint status to ensure it is being addressed.
3.1 Ongoing Training: Our staff regularly undergo training to handle queries and grievances effectively. We focus on improving service quality based on feedback and common issues.
3.2 Regular Updates: Our staff receive regular updates and training on best practices for handling customer grievances, ensuring they are well-informed and up-to-date.
3.3 Empathy and Respect Training includes emphasizing empathy and respect in all customer interactions, ensuring that every grievance is handled with sensitivity and understanding.
3.4 Performance Monitoring:We monitor staff performance in handling complaints to ensure adherence to our standards and make improvements as necessary based on feedback and performance reviews.
4.1 Level 1: Call us at +91 9100450091 for any unresolved issues. If you’re not satisfied with the response, request to speak with a customer service supervisor. You will either be transferred immediately or receive a call back within 1 working day.
4.2 Level 2: Email us at grievance@Haatak.com. You will receive a ticket number for your complaint. We aim to respond within 2 working days.
4.3 Level 3: If the issue remains unresolved, write to our grievance officer at grievanceofficer@Haatak.com, mentioning your original ticket number.
If you have any questions about our grievance policy terms, please contact us at our corporate office:
GrowYuga Fintech Private LimitedHaatak
#558, 2nd Floor, 3rd Phase,
JP Nagar, Bengaluru - 560078.
Policy Changes: Haatak reserves the right to amend this refund policy at any time without prior notice. Changes will be posted on our website, and it is the customer’s responsibility to review the policy regularly.
Thank you for your understanding and cooperation!
