Complaints Policy

1. Objective of the policy

SHINDE FOOD PRODUCTS seeks to maintain and enhance our reputation of providing you with high quality products and services. We value complaints as they assist us to improve our products, services and customer service.

SHINDE FOOD PRODUCTS is committed to being responsive to the needs and concerns of our customers or potential customers and to resolving your complaint as quickly as possible.

This policy has been designed to provide guidance to both our customers and staff on the manner in which SHINDE FOOD PRODUCTS receives and manages your complaint. We are committed to being consistent, fair and impartial when handling your complaint.

The objective of this policy is to ensure:

•You are aware of nd handling processes,
•Both you and our staff understand our complaints handling pis investigated impartially with a balanced view of all information or evidence,
•We tactively protect your personal information,
•Your complaint is considered on its merits taking into account individeds.

2. Definition Of a complaint

In this policy a complaint means an expression oustomer relating to food products provided by us.

3. How a complaint can be made

If you are dissatisfied with a food products provided by us, you can lodge a complaint with us in one of the following ways

• By completing a feedback form on our website {insert web address},
• By telephoning us on : +91-9049469803, +91-9763772006, +91-9765746169
• By writing to us : SHINDE FOOD PRODUCTS, 269/A, Gangapuri, Wai – Pa Dist- Satara. Pin- 412803. (M.S.) India
• By emailing us : info@shin to any of our customer service staff.

If we receive your complaint veray ask you to put your complaint in writing.

4. The information you will need to tell us

When we are investigating your complaint we will be renformation we may already be holding. We may nequest additional information where necessary. To help us investigate your complaint quickly and efficiently we will ask you for the following information:

• Your name and contact details,
• The place from where you purchased our products,
• The nature of the complaint,
• Photographs of purchased products
1. Photographs of outer pack showing front and back label so we could see batch number, manufacturing dates etc clearly,
2. Photographs of actual product without wrapper or outer cover)
3. All photographs must be very clear.

• Details of any steps you have already takconversations you may have had wint,
• Copies of any documentation which supports yomplaint

The person receivide you with any assistance you may nse contact:

Customer Care : +91-9049469803, +91-9763772006, +91-9765746169

6. Recording Complaints

When taking etails of your complaint including the facts and the cause/s of y complaint. We will also record all dateesolve the complaint and communications between us.

As part of our on-gmonitored for any identifying trends by management and rectification/remedial action taken tlodge a complaint we will record your personal information solely for the purposes of addressing your complaint. Your personal details will actively be protected from disclosure, unless you expressly consent to its disclosure.

Where a retailer, was involved in selling you products, we may be required to speak with them to fully investigate your complaint.

7. Feedback To Customers

SHINDE FOOD PRODUCTS is committed to resolving your issues at the first point of contact; however, this will not be possible in all circumstances, in which case a more formal complaints process will be followed.

We will acknowledge receipt of your complaint within three (3) business days. Once your complaint has been received, we will undertake an initial review of your complaint.

There may be circumstances during the initial review or investigation of your complaint where we may need to clarify certain aspects of your complaint or request additional documentation from you. In such circumstances we will explain the purpose of seeking clarification or additional documentation and provide you with feedback on the status of your complaint at that time.

We are committed to resolving your complaint within 10 business days of you lodging your complaint, however, this may not always be possible on every occasion. Where we have been unable to resolve your complaint within 10 business days, we will inform you of the reason for the delay and specify a date when we will be in a position to finalize your complaint.

During the initial review or investigation stage we may need to seek further clarification or documentation from you to assist us in resolving your complaint.

If we have sought clarification or additional documentation from you and we are waiting on you to provide this information, we may not be able to meet our 10 business day finalization commitment. In such circumstances upon receipt of your clarification or additional documentation we will indicate to you when we expect to be able to finalize your complaint.

Once we have finalized your complaint, we will advise you of our findings and any action we have taken. We will do this in writing, unless it has been mutually agreed that we can provide it to you verbally.

You have the right to make enquiries about the current status of your complaint at any time by contacting us.

8. Our Six Point Complaints Process

• We acknowledge: Within three business days of receiving your complaint we will acknowledge receipt of your complaint.
• We review: We undertake an initial review of your complaint and determine what if any additional information or documentation may be required to complete an investigation. We may need to contact you to clarify details or request additional information where necessary.
• We investigate: Within 10 business days of receiving your compliant we will investigate your complaint objectively and impartially, by considering the information you have provided us and any other information which may be available, that could assist us in investigating your complaint.
• We respond: Following our investigation we will notify you of our findings and any actions we may have taken in regards to your complaint.
• We take action: Where appropriate we amend our business practices or policies.
• We record: We will record your complaint for continuous improlar review, your personal information will be recorded in accordance with relevant privacy legislation.

9. When You Complain About One Of Our Employees

If you complain about a member of our staff, we will treat your complaint confidentially, impartially and equally (giving equal treatment to all people). We will investigate your complaint thoroughly by finding out the relevant facts, speaking with the relevant people and will also treat our staff member objectively by:

• Informing them of any complaint about their performance,
• Providing them with an opportunity to explain the circumstances,
• Providing them with appropriate support,
• Updating them on the complaint investigation and the result.

10.Complaints Under Investigation By a Regulator Or Law Enforcement Agency

If your complaint is currently being investigated by a relevant federal, state or territory consumer protection regulator or law enforcement agency we may cease to take further action in relation to your complaint pending finalization of their investigation.

11.Our Complaint Escalation Process

Where possible, we will attempt to resolve your complaint at the first point of contact. If we are unable to resolve your complaint at the first point of contact, we will undertake an investigation of your complaint and provide you with our findings.

If you are not satisfied with how your complaint has been handled, or the resolution provided by us, you can request us to escalate your complaint to the Food and Drugs Administration(FDA).

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