This policy explains how to raise a complaint with Artham Fintech Consulting Private Limited, who handles it, how quickly we acknowledge and resolve grievances, and what external remedies remain available to you.
In short. Write to our Grievance Officer with the details of your complaint. We acknowledge within 48 hours and resolve within 15 days. If you are not satisfied, you can escalate internally and, beyond that, to the Data Protection Board of India, a consumer forum, or your own regulator.
1. Purpose and legal basis
1.1 Purpose
Artham Fintech Consulting Private Limited maintains a single, accessible channel for complaints about our services, our website, our billing and our handling of personal data. A complaint tells us something is wrong; treating it seriously is how the firm improves.
1.2 Legal basis
This policy gives effect to Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, which requires the publication of the name and contact details of a Grievance Officer together with the mechanism by which complaints may be made; to section 13 of the Digital Personal Data Protection Act, 2023, which requires a Data Fiduciary to provide a readily available means of grievance redressal to Data Principals; and to Rule 4 of the Consumer Protection (E-Commerce) Rules, 2020, which requires an e-commerce entity to appoint a grievance officer and to acknowledge complaints within forty-eight hours and dispose of them within one month.
1.3 Scope
This policy covers complaints about service quality and delivery, engagement scope and conduct, invoicing, refunds and cancellations, website content and availability, accessibility barriers, privacy and data protection, and the conduct of our personnel.
2. Grievance Officer
The following officer is appointed for the purposes described in section 1.2.
- Name: The Grievance Officer
- Designation: Artham Fintech Consulting Private Limited
- Entity: a private limited company incorporated under the Companies Act, 2013
- Address: 41 & 42, 1st Floor (L-Type), Prem Nagar, Uttam Nagar, Near Metro Station, West Delhi, New Delhi, Delhi – 110059, India
- Email: info@arthamfintech.com — mark the subject line “Grievance”
- Telephone and WhatsApp: +91 7303967800
- Hours: Monday to Friday, 9:30 AM to 6:30 PM IST
- Dedicated grievance email, if separate from the general address: info@arthamfintech.com
The Grievance Officer is resident in India. Where the officer is unavailable, the Grievance Officer at info@arthamfintech.com acts in their place.
3. How to raise a grievance
3.1 Channels
Grievances may be submitted by email, by post to the address above, or by telephone. Telephone complaints are recorded by us and confirmed to you in writing so that both sides work from the same record.
3.2 What to include
- Your name, organisation and contact details.
- The order number, invoice number or engagement reference, if applicable.
- A clear description of the issue, with dates and the names of anyone you dealt with.
- Copies of relevant correspondence or documents.
- The outcome you are seeking.
A complaint will not be rejected for want of format. Where information is missing we will ask for it, and the clock in section 4 runs from the date of your original submission except for the period during which we are awaiting information reasonably requested.
3.3 Anonymous and third-party complaints
We accept complaints raised by an authorised representative, and complaints about the treatment of personal data raised by a person nominated under section 14 of the DPDP Act. Anonymous complaints are reviewed but may be difficult to investigate or answer.
4. Timelines
| Stage | Timeline |
|---|---|
| Acknowledgement with a unique complaint reference | Within 48 hours of receipt |
| Resolution of an ordinary grievance | Within 15 days of receipt |
| Maximum outer limit for disposal under the E-Commerce Rules | One month from receipt |
| Content complaints under the IT Rules, 2021 | Acknowledged within 24 hours, disposed of within 15 days |
| Complaints about content exposing private area, nudity, sexual act or impersonation including morphed images | Actioned within 24 hours of a valid complaint |
| Data protection grievances under the DPDP Act | Within 15 days, or such shorter period as may be prescribed |
| Interim update where a matter cannot be resolved in time | Every 7 days until closure |
Where a matter is complex and cannot be resolved within the stated period, we will explain why, state what remains outstanding and give an expected resolution date. We will not use complexity as a reason for silence.
5. How we handle a grievance
5.1 Registration
Every grievance is entered in a grievance register with the date of receipt, the complainant, the subject, the officer responsible, the actions taken, the date of disposal and the outcome. The register is reviewed by management monthly.
5.2 Investigation
The Grievance Officer reviews the engagement file, correspondence and delivery records, and speaks to the personnel involved. Where the complaint concerns the conduct of a specific individual, that individual does not investigate it.
5.3 Outcome
We will tell you in writing what we found, whether the complaint is upheld in whole or in part, and what we propose to do. Remedies may include correcting or re-performing work at no charge, revising an invoice, issuing a refund in accordance with our Refund & Cancellation Policy, correcting or erasing personal data, changing a process, or, where appropriate, an apology.
5.4 Confidentiality and non-retaliation
Grievances are handled confidentially and shared only with those who need to know in order to resolve them. We do not disadvantage a client, supplier or individual for raising a complaint in good faith.
6. Internal escalation
If you are dissatisfied with the outcome, write to the Grievance Officer within 15 days of the response, stating why. The matter is then reviewed by a director of Artham Fintech Consulting Private Limited not previously involved in the matter, who will respond within 15 days. That review is the final stage of our internal process.
7. External remedies
Nothing in this policy limits your right to approach an external forum. Depending on the subject matter, the following may be available.
- Data protection — a complaint to the Data Protection Board of India under the Digital Personal Data Protection Act, 2023, after exhausting our internal process. Individuals in the European Economic Area may complain to their local supervisory authority, and individuals in the United Kingdom to the Information Commissioner’s Office.
- Consumer matters — the National Consumer Helpline, the e-Daakhil portal, or the District, State or National Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, according to the value of the claim.
- Payment disputes — the dispute mechanism of your bank, card issuer or the payment aggregator, and the Reserve Bank of India’s Integrated Ombudsman Scheme where applicable to a regulated entity.
- Cyber security incidents — the National Cyber Crime Reporting Portal or CERT-In, as appropriate.
- Contractual disputes — the dispute resolution provisions of our Terms and Conditions, being arbitration under the Arbitration and Conciliation Act, 1996 with a seat at New Delhi, and subject to that, the exclusive jurisdiction of the courts at New Delhi.
8. Frivolous and abusive complaints
We answer every genuine complaint. Where a complaint is repetitive after a final response has been given, is made in a manner that is abusive towards our personnel, or is knowingly false, we may limit further correspondence on the matter after telling you that we are doing so and explaining the remaining external options. The DPDP Act separately places a duty on Data Principals not to register false or frivolous grievances.
9. Publication, review and contact
This policy and the name and contact details of the Grievance Officer are published on the website and are updated within a reasonable period of any change in the appointment. The policy is reviewed annually.
- Grievance Officer: The Grievance Officer, Artham Fintech Consulting Private Limited — info@arthamfintech.com
- Entity: a private limited company incorporated under the Companies Act, 2013 — CIN / LLPIN U74140DL2020PTC361699, GSTIN 07AATCA2923N1Z6
- Address: 41 & 42, 1st Floor (L-Type), Prem Nagar, Uttam Nagar, Near Metro Station, West Delhi, New Delhi, Delhi – 110059, India
- Email: info@arthamfintech.com
- Telephone and WhatsApp: +91 7303967800
This policy describes how we handle complaints. It is a statement of our process, not legal advice, and it does not restrict any statutory right or remedy available to you.