Customer Grievance Policy
Please call direct Grievance help line on +97143679795 or email on cg@flyingcolour.com to register your grievances. Please be informed that an employee receiving the grievance is only receiving and registering it. He / she will not be able to resolve / reply on grievance on the spot.
Primary goals to setup an effective customer grievance mechanism?
- To solve problems early at the lowest level before they become deep-seated issues with wider damages.
- To provide structure for raising, addressing and resolving issues that will help reduce any imbalances.
- To Promote a more stable business climate for clients that reduces risk and enhances accountability.
- To get insight into training operations and advisory staff to provide exceptional customer services.
- To open channels for effective communication with clients for problem resolution.
- To demonstrate that Flyingcolour Business setup is concerned about genuine concerns from clients.
- To mitigate or prevent adverse impacts on clients caused by any problems.
- To assess the root cause of the problem and figure out an appropriate resolution in consultation with clients.
- To promote productive relationships with clients.
- To elevate the trust and respect for clients, and employees of Flyingcolour and Flyingcolour brand thus creating social acceptance for Brand Flyingcolour.
- Customer grievances and procedures adopted to resolve the issue will provide the brand Flyingcolour with effective policies and management systems to achieve exceptional client satisfaction and make sure similar problems do not occur again through improved operations, reduced risk and supportive relationships with clients.
- Ongoing monitoring of the Grievance mechanism system.
The procedure adopted to resolve grievances are as follows
- Recording and documenting the complaints.
- Assessment of validity of any complaint by using internal resources and involvement of the client.
- Informing about the issue to the company’s higher management.
- Addressing grievances promptly using an understandable approach.
- Ensure full participation of client and company employees in assessment, investigation and resolution.
- Take into consideration customary and traditional methods of amicable dispute resolution.
- Record the resolution provided to any grievance.
- The approach adopted will be to ensure that resolution can be achieved in the fastest way possible either as a whole or in stages prioritizing concerns and needs.