Grievance Redressal Policy
At FinAuto Solutions, operated by Fantaxtick Advisory Pvt Ltd., we believe in transparency, fairness, and trust in all our interactions with users. We recognize that grievances may arise due to gaps in service delivery, communication, or technical issues. This policy is designed to ensure a structured, fair, and timely resolution of user concerns, while adhering to ethical standards under the Indian Laws, applicable data protection laws, and professional standards.
Principles of Grievance Redressal
Our policy is guided by the following principles:- Users shall be treated fairly, respectfully, and without prejudice at all times.
- User complaints, concerns, or feedback shall be acknowledged and addressed promptly.
- Users shall be informed about the channels available to escalate grievances and their rights if not satisfied with the resolution.
- FinAuto Solutions will resolve all complaints efficiently, transparently, and within defined timelines.
- All employees of Fantaxtick Advisory Pvt Ltd. shall act in good faith and uphold user trust while handling complaints.
Channels for Grievance Redressal
Users may raise their concerns through the following channels:- Email: support@finautosolutions.com
- Website: https://finautosolutions.com/
- Written Communication: Registered office of Fantaxtick Advisory Pvt Ltd., A105, Shrihaan Residency, Ramnath Road, Near Tiwari Hospital, Alibag, Raigad, Maharashtra – 402201.
If the grievance is not resolved within the stipulated time or the user is dissatisfied with the response, they may escalate the matter as per the defined tiered redressal system.
Awareness of the Grievance Redressal System
We value user experience and continuously work to improve our services. Every complaint is an opportunity to learn, enhance our platform, and strengthen user trust. We ensure that our grievance redressal process is easily accessible, transparent, and fair.
Sensitization of Staff
- Our staff undergoes regular training to handle user queries and grievances professionally and empathetically.
- Feedback and complaints are reviewed regularly to identify root causes and implement corrective measures.
- This proactive approach ensures continuous improvement of our services and better user satisfaction.
Timelines for Redressal
We aim to resolve grievances within reasonable timelines depending on the complexity of the matter:
- First response to user’s query/concern: Within 48 hours.
- Follow-up queries: Within 72 hours.
- Escalated cases requiring detailed investigation: Within 15 working days.
- Final resolution of grievances: Within 30 working days.
At FinAuto Solutions, we are committed to protecting user interests, resolving concerns in a fair and timely manner, and ensuring that grievances are opportunities for continuous improvement in service delivery.