Satisfaction & Complaints

Our Commitment to Service Quality

At Aadhya Consulting, client satisfaction is at the heart of everything we do. We are committed to delivering professional, ethical, and high-quality legal, compliance, and advisory services. We recognize that even with the highest standards, concerns may arise, and we view feedback—both positive and constructive—as an essential part of our continuous improvement process. This Satisfaction and Complaints Policy outlines our approach to receiving, reviewing, and resolving client concerns with professionalism, transparency, and care.

We Welcome Your Feedback

Your feedback helps us maintain and improve our service standards. Whether you have a concern, suggestion, or compliment, we encourage you to share it with us. Open communication allows us to address issues promptly, clarify misunderstandings, and continuously enhance the client experience. We assure you that all feedback is taken seriously, reviewed thoroughly, and treated with the respect and confidentiality it deserves. Your voice matters, and we are here to listen.

What Constitutes a Complaint

A complaint may relate to any aspect of our services or conduct, including but not limited to:

Quality or delivery of professional services
Communication, responsiveness, or professionalism of our team
Billing, fees, or financial matters related to our services
Timeliness of service delivery or missed deadlines
Concerns about advice, guidance, or recommendations provided
Conduct or behavior of any team member
Administrative or procedural issues

We understand that each concern is unique, and we are prepared to address a wide range of issues with care and attention.

How to Submit a Complaint

We have made it easy for you to raise a concern. You may submit a complaint through any of the following channels:

Email: complaints@aadhyaconsulting.co.in

Phone: +91 9625644402

Mail: Aadhya Consulting, Delhi

In Person: Schedule an appointment to discuss your concern directly

We prefer written complaints (email or letter) as they allow for clear documentation and efficient processing. However, we also accept verbal complaints via phone or in-person meetings. If you submit a complaint verbally, we may follow up with a written summary to ensure accuracy and mutual understanding.

Information Required for Complaint Review

To help us address your concern effectively, please provide the following information when submitting a complaint:

Your Contact Information: Full name, email address, phone number, and preferred method of contact
Service Details: Description of the service engagement, including dates, team members involved, and any relevant reference numbers or agreements
Nature of Complaint: Clear and detailed explanation of the issue, including what happened, when it occurred, and how it has affected you
Desired Outcome: What resolution or action you are seeking (if known)
Supporting Documentation: Any relevant emails, documents, invoices, or correspondence that may assist in our review

Providing comprehensive information allows us to conduct a thorough and timely review. If additional details are needed, we will reach out to you directly.

Our Review and Resolution Process

When we receive a complaint, we follow a structured and fair process:

Step 1: Acknowledgment

We will acknowledge receipt of your complaint promptly, typically within 2-3 business days. You will receive confirmation that your concern has been received and assigned for review.

Step 2: Initial Assessment

A designated team member will conduct an initial assessment to understand the nature and scope of the complaint. This may involve reviewing records, communications, and relevant documentation.

Step 3: Investigation

We will conduct a thorough and impartial investigation. This may include gathering information from team members involved, reviewing service files, and examining all relevant facts. If necessary, we may contact you for additional information or clarification.

Step 4: Resolution Proposal

Based on our findings, we will develop a proposed resolution. This may include explanations, corrective actions, service adjustments, fee considerations, or other appropriate remedies.

Step 5: Communication of Outcome

We will communicate our findings and proposed resolution to you in writing. The response will include a clear explanation of our decision, the steps taken during our review, and the rationale for any actions or conclusions.

Step 6: Implementation and Follow-Up

Once a resolution is agreed upon, we will implement it promptly. We may follow up to ensure the matter has been resolved to your satisfaction and to gather feedback on the complaints process itself.

Expected Response Timelines

We are committed to resolving complaints in a timely manner. While timelines may vary depending on the complexity of the issue, we strive to meet the following benchmarks:

Acknowledgment: Within 2-3 business days of receiving the complaint
Initial Review: Within 5-7 business days, we will provide an update on the status of the review
Full Resolution: Most complaints are resolved within 10-15 business days, though complex matters may require additional time

If a complaint requires extended investigation, we will keep you informed of progress and provide regular updates. Your patience and understanding are appreciated as we work diligently to address your concerns thoroughly.

Escalation Process

If you are not satisfied with the initial resolution of your complaint, you have the right to request an escalation. Your concern will be reviewed by senior management or a designated escalation officer who was not involved in the initial review. To request an escalation, please respond to the resolution communication and clearly state your reasons for dissatisfaction and what additional action you believe is warranted. Escalated complaints will be treated with the same level of care and attention, and we remain committed to finding a fair and satisfactory outcome.

Confidentiality and Privacy

All complaints and related communications are handled with strict confidentiality. Information shared during the complaints process will only be disclosed to individuals directly involved in the review and resolution, or as required by law. We respect your privacy and ensure that your personal information is protected throughout the process. Filing a complaint will not affect your relationship with us or the quality of services you receive. We treat all clients with respect, regardless of whether concerns have been raised.

Continuous Improvement

Every complaint is an opportunity for us to learn and improve. We regularly review feedback and complaints to identify trends, systemic issues, or areas where our processes can be enhanced. Insights gained from the complaints process inform our training, quality assurance, and service delivery practices. By addressing concerns constructively, we strengthen our commitment to excellence and ensure that future clients benefit from improved standards.

External Dispute Resolution

In the rare event that a complaint cannot be resolved through our internal process, you may have the option to pursue external dispute resolution mechanisms, such as mediation, arbitration, or regulatory bodies, depending on the nature of the complaint and applicable regulations. We will provide guidance on available options if such circumstances arise.

Changes to This Policy

We may update this Satisfaction and Complaints Policy periodically to reflect changes in our practices or legal requirements. Any updates will be posted on this page with a revised "Last Updated" date. We encourage you to review this policy from time to time to stay informed of how we handle feedback and complaints.

Contact Us

We are here to listen and help. If you have a complaint, concern, or feedback, please reach out to us:

Aadhya Consulting

Email: acs@aadhyaconsultingservices.com