Effective Date: October 27, 2025
At Shahi Food Services, we value every customer and take complaints seriously.
This policy explains how you can raise a complaint and how we ensure fair and timely resolution.
1. Purpose
To provide a transparent and prompt process for customers to report any concerns related to our food quality, service, billing, hygiene, staff behaviour, or website information.
2. How to Raise a Complaint
You can register a complaint through any of the following channels:
- Email: info@shahifoodservices.com
- Phone/WhatsApp: +918127709650
- Online Form (optional): A simple form on our website (Name, Contact, Order/Invoice details, Description of issue).
- Postal Mail: Shahi Food Services, Ramgarh Colony, Near Jahangirpuri Metro Station, North Delhi – 110033
Please include details such as order date, event name, and a brief description of the issue to help us investigate quickly.
3. Acknowledgement
- Every complaint will receive an acknowledgement via email or SMS within 24 working hours.
- The acknowledgement will include a unique Complaint Reference Number for tracking.
4. Resolution Timeline
- Initial Review: Within 48 hours of receiving the complaint.
- Final Resolution: Within 7 working days for standard issues.
- If additional time is needed, we will inform you with the reason and updated resolution timeline.
5. Types of Complaints We Address
- Food quality or hygiene concerns.
- Late or incorrect group/community order delivery.
- Miscommunication regarding menu or allergen information.
- Billing or refund issues.
- Website content errors or privacy concerns.
6. Escalation
If you are not satisfied with the initial response:
- Email our Grievance Officer directly at info@shahifoodservices.com with the subject line: “Attention: Grievance Officer”.
7. Confidentiality & Records
- All complaints are kept strictly confidential and used only for resolving the issue.
- Records of each complaint and action taken will be maintained for at least one year.
8. Feedback & Improvements
Your feedback helps us improve our services. Once your issue is resolved, we may request a short survey or rating to ensure customer satisfaction.
9. Contact Details
Grievance Officer: Customer Service Manager
Email: info@shahifoodservices.com
Phone: +91 8127709650
Business Address: Ramgarh Colony, Near Jahangirpuri Metro Station, North Delhi – 110033