Grievance Redressal & Escalation

Who can raise a grievance

Anyone affected by a visit: the client who commissioned it, the business or occupier who was visited, a person contacted during a collections assignment, a survey respondent, or a field associate working with us.

What to send

• The date and approximate time of the visit or call
• The address or area, and the job or case reference if you have one
• What happened, in your own words, and what you would like done about it
• Your contact details so we can come back to you

How to raise it

Email [email protected] with "Grievance" in the subject line, or call +91 96731 98867 during Mon–Sat, 9:00 am – 7:00 pm. Written complaints are easier to track, but we will record a verbal one for you if that is easier.

Timelines we work to

• Acknowledged within 2 working days, with a reference number
• Field records, visit evidence and the assigned person's account reviewed, and an outcome shared, within 15 working days
• Where an investigation needs longer, we tell you why and give a revised date
• Any contact complained about is paused while the matter is reviewed, unless doing so would breach a client instruction we are legally bound by

What an outcome can include

• Correction or withdrawal of a report or a finding
• A free revisit where the original visit was not carried out properly
• Removal of the field person from the assignment, and retraining or ending their engagement
• A fee adjustment or refund under our cancellation and refunds policy
• A written explanation where we conclude the visit was carried out correctly

Collections assignments

For a visit or call made under a collections mandate, we are acting for a lender. We will review the conduct of our team and share the outcome with you and with the authorising client. Matters about the debt itself — the amount, the terms, a settlement — have to be taken up with the lender, and we will tell you who that is. Our conduct standards are set out in the fair practices code.

If you are not satisfied

Reply to the outcome asking for a review and it is escalated to a senior person not involved in the original assignment. If you remain unsatisfied, you keep every right you otherwise have, including to approach the authorising lender's grievance channel, the relevant regulator, or a court or consumer forum of competent jurisdiction in Mumbai. Write to [email protected] or call +91 96731 98867 (Mon–Sat, 9:00 am – 7:00 pm).