Grievance Redressal
1. Introduction
- The Grievance Redressal Policy of ScoreMe Solutions Pvt. Ltd. ensures that customer complaints are addressed efficiently and transparently. This policy provides a structured framework to resolve issues promptly while maintaining fairness.
2. Applicability
- This policy applies to all customer grievances related to ScoreMe’s services.
3. Purpose
- Our goal is to ensure timely, impartial, and effective handling of grievances through a structured resolution process.
4. Principles of Grievance Redressal
- Fairness & Equality – All customers receive unbiased treatment.
- Timely Resolution – Complaints are addressed promptly.
- Transparency – Customers are informed about escalation procedures.
- Compliance – Our responses align with regulatory requirements.
5. How to Lodge a Complaint
- Customers can submit complaints via email at grievances@scoreme.in or through postal mail at the provided address.
6. Escalation Matrix
- Level 1: Email complaints to support@scoreme.in – First response within 48 hours; resolution within 21 business days.
- Level 2: If unsatisfied, escalate to the Grievance Redressal Officer via grievances@scoreme.in – Response within 24 hours; resolution within 7 business days.
7. Grievance Redressal Officer
- Name: Mr. Jitendra Kumar
- Email: grievances@scoreme.in
- Address: 903, Tower C, Unitech Business Zone, Sector 50, Gurgaon, Haryana-122018
- Working Hours: Monday–Friday, 9:30 AM – 6:30 PM
8. Policy Review & Amendments
- This policy is reviewed annually to ensure compliance with legal and operational requirements.
- The Board of Directors reserves the right to amend it as necessary.