{"id":395,"date":"2025-10-27T08:51:00","date_gmt":"2025-10-27T08:51:00","guid":{"rendered":"https:\/\/shahifoodservices.com\/?page_id=395"},"modified":"2025-10-29T07:37:33","modified_gmt":"2025-10-29T07:37:33","slug":"customer-grievance-complaint-policy","status":"publish","type":"page","link":"https:\/\/shahifoodservices.com\/index.php\/customer-grievance-complaint-policy\/","title":{"rendered":"Customer Grievance &amp; Complaint Policy"},"content":{"rendered":"\n<p><strong>Effective Date:<\/strong> October 27, 2025<\/p>\n\n\n\n<p>At <strong>Shahi Food Services<\/strong>, we value every customer and take complaints seriously.<br>This policy explains how you can raise a complaint and how we ensure fair and timely resolution.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>1. Purpose<\/strong><\/h3>\n\n\n\n<p>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.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>2. How to Raise a Complaint<\/strong><\/h3>\n\n\n\n<p>You can register a complaint through any of the following channels:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Email:<\/strong> <a>info@shahifoodservices.com<\/a><\/li>\n\n\n\n<li><strong>Phone\/WhatsApp:<\/strong> +918127709650<\/li>\n\n\n\n<li><strong>Online Form (optional):<\/strong> A simple form on our website (Name, Contact, Order\/Invoice details, Description of issue).<\/li>\n\n\n\n<li><strong>Postal Mail:<\/strong> Shahi Food Services, Ramgarh Colony, Near Jahangirpuri Metro Station, North Delhi \u2013 110033<\/li>\n<\/ul>\n\n\n\n<p>Please include details such as order date, event name, and a brief description of the issue to help us investigate quickly.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>3. Acknowledgement<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Every complaint will receive an acknowledgement via email or SMS within <strong>24 working hours<\/strong>.<\/li>\n\n\n\n<li>The acknowledgement will include a <strong>unique Complaint Reference Number<\/strong> for tracking.<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>4. Resolution Timeline<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Initial Review:<\/strong> Within <strong>48 hours<\/strong> of receiving the complaint.<\/li>\n\n\n\n<li><strong>Final Resolution:<\/strong> Within <strong>7 working days<\/strong> for standard issues.<\/li>\n\n\n\n<li>If additional time is needed, we will inform you with the reason and updated resolution timeline.<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>5. Types of Complaints We Address<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Food quality or hygiene concerns.<\/li>\n\n\n\n<li>Late or incorrect group\/community order delivery.<\/li>\n\n\n\n<li>Miscommunication regarding menu or allergen information.<\/li>\n\n\n\n<li>Billing or refund issues.<\/li>\n\n\n\n<li>Website content errors or privacy concerns.<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>6. Escalation<\/strong><\/h3>\n\n\n\n<p>If you are not satisfied with the initial response:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Email our <strong>Grievance Officer<\/strong> directly at <strong><a>info@shahifoodservices.com<\/a><\/strong> with the subject line: <em>\u201cAttention: Grievance Officer\u201d<\/em>.<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>7. Confidentiality &amp; Records<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>All complaints are kept strictly confidential and used only for resolving the issue.<\/li>\n\n\n\n<li>Records of each complaint and action taken will be maintained for at least <strong>one year<\/strong>.<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>8. Feedback &amp; Improvements<\/strong><\/h3>\n\n\n\n<p>Your feedback helps us improve our services. Once your issue is resolved, we may request a short survey or rating to ensure customer satisfaction.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>9. Contact Details<\/strong><\/h3>\n\n\n\n<p><strong>Grievance Officer:<\/strong> Customer Service Manager<br><strong>Email:<\/strong> <a>info@shahifoodservices.com<\/a><br><strong>Phone:<\/strong> +91 8127709650<br><strong>Business Address:<\/strong> Ramgarh Colony, Near Jahangirpuri Metro Station, North Delhi \u2013 110033<\/p>\n","protected":false},"excerpt":{"rendered":"<p>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, [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-395","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/shahifoodservices.com\/index.php\/wp-json\/wp\/v2\/pages\/395","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/shahifoodservices.com\/index.php\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/shahifoodservices.com\/index.php\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/shahifoodservices.com\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/shahifoodservices.com\/index.php\/wp-json\/wp\/v2\/comments?post=395"}],"version-history":[{"count":3,"href":"https:\/\/shahifoodservices.com\/index.php\/wp-json\/wp\/v2\/pages\/395\/revisions"}],"predecessor-version":[{"id":402,"href":"https:\/\/shahifoodservices.com\/index.php\/wp-json\/wp\/v2\/pages\/395\/revisions\/402"}],"wp:attachment":[{"href":"https:\/\/shahifoodservices.com\/index.php\/wp-json\/wp\/v2\/media?parent=395"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}