1. Our commitment
ECOM BUYER NETWORK PRIVATE LIMITED takes complaints seriously. If something we have done — or failed to do — has fallen short, we want to know, because a complaint is usually the fastest route to fixing the thing that caused it.
This policy applies to complaints about our services, our staff, our handling of your personal information, this website, or any other aspect of your dealings with us. It applies whether or not you are currently a client.
Raising a complaint costs you nothing and does not affect how we handle your project.
2. What to include
So that we can look into a complaint properly at the first attempt, please tell us:
- your name and the best way to reach you;
- the project, engagement or enquiry the complaint relates to, if applicable;
- what happened, and when;
- who you have already dealt with, if anyone;
- what you would like us to do to put it right.
Please do not include passwords, API keys or other credentials in a complaint. If access details are relevant, tell us so and we will agree a secure way to exchange them.
3. How to raise a complaint
Send your complaint through the contact form on this website, marking it clearly as a complaint.
Complaints are handled by the person we have designated to receive them. Their name and direct contact details are provided on request, and in any acknowledgement we send you.
4. What happens next
Stage 1 — Acknowledgement. We acknowledge every complaint within two (2) working days of receiving it, and tell you who is handling it. Stage 2 — Investigation and response. We investigate and give you a substantive written response within fifteen (15) working days of acknowledgement. If the matter is complex and we need longer, we will tell you before that period ends, explain why, and give you a revised date. Stage 3 — Review. If you are not satisfied with the response, you may ask for a review within thirty (30) days of receiving it. The review is carried out by someone senior to the person who handled the original complaint, and we respond within a further fifteen (15) working days. The outcome of a review is our final response.5. Complaints about personal information
If your complaint concerns how we have handled your personal information — including a request to access, correct or delete it — it follows the same stages above, and our Privacy Policy sets out the underlying rights.
If you remain dissatisfied after our final response, you may be entitled to refer the matter to the relevant data protection authority. Nothing in this policy affects that right, or any other legal right you have.
6. Records and confidentiality
We record complaints and their outcomes so that we can identify recurring problems and correct their causes. Complaint records are treated as confidential and are readable only by the personnel handling them.
We keep complaint records for as long as we need them to demonstrate how a matter was resolved and to meet our legal obligations, and no longer.
7. Anonymous and third-party complaints
We will consider an anonymous complaint, but we cannot acknowledge it, ask for more information, or tell you the outcome — so wherever possible, please identify yourself.
If you are complaining on someone else's behalf, we may need their written authority before we can discuss their matter with you.
Contact
If you have a question about this document, or wish to exercise a right described in it, please contact us:
ECOM BUYER NETWORK PRIVATE LIMITED
Contact form: /contact.php