Client Grievance Redressal Policy

If something has gone wrong, we would rather hear it from you than not hear it at all. This page sets out our Client Grievance Redressal Policy: how to raise a complaint, who handles it, what the timelines are, and what happens if you are not satisfied with the outcome.

1. What this covers

Flamingoes Migration Consultants Pvt Ltd is committed to providing transparent, efficient and high-quality immigration consultancy services. This policy provides clients with a formal framework for the fair, prompt and objective settlement of service-related grievances.

It applies to all active, prospective and former clients.

A grievance means any dissatisfaction or complaint arising out of service delivery, including but not limited to:

• Delays or deficiencies in application processing attributable to us.
• Lack of timely updates or non-responsiveness from assigned case officers.
• Discrepancies in billing, fee structures or invoicing.
• Unprofessional conduct or misbehaviour by company representatives.
• Misrepresentation of service timelines or requirements.

2. What this does not cover

Some matters fall outside this procedure, and it is fairer to say so than to accept a complaint we cannot act on.

• Visa rejections or delays issued directly by government immigration authorities or embassies, provided we executed services in accordance with agreed specifications.
• Inability to process applications due to false, inaccurate, forged or delayed documentation supplied by the client.
• Matters currently under judicial consideration or sub judice.
• Fee structures and retainer terms explicitly agreed prior to signing the Client Service Agreement.
• A grievance already settled during the last six months.

Beyond those, some outcomes are simply not ours to change. The decision to grant or refuse a visa, permit, admission or residency belongs exclusively to a foreign government, embassy or institution. We can review how your application was prepared and submitted; we cannot review or overturn their decision. Processing times, quota changes, embassy backlogs and policy changes are outside our control. Third parties we coordinate with — employers, institutions, translation and attestation services — operate under their own terms, and a complaint about their conduct may need to be made to them directly. We will tell you who to approach and help where we can.

3. How to raise a grievance

Stage 1 — Informal resolution

Raise the complaint, verbally or in writing, with the Client Support Desk at info@flamingoesmigration.com or +91 81297 77499.

• The complaint is forwarded to the Sales Consultant who originally managed your account.
• That consultant will schedule an informal conciliation meeting with you within three working days to review and resolve the issue.

Stage 2 — Formal escalation to the Client Grievance Redressal Desk

If you are not satisfied with the Stage 1 outcome, or you do not receive a reply within the stated time, submit a formal written grievance to the Client Grievance Redressal Desk at grievance@flamingoesmigration.com, by email or letter.

• We will issue written acknowledgement within two working days.
• You may submit supporting evidence — email threads, payment receipts, service agreements.
• The Desk will audit your file, review records and interview the staff responsible.
• Findings and a corrective action plan will be issued within ten working days of receiving the formal complaint.
• Approved recommendations will be implemented within fifteen calendar days of that communication.

Stage 3 — Executive appeal

If the matter is still not resolved to your satisfaction, the report and case history are forwarded to the Managing Director, who will review the appeal and issue a final decision within ten working days of receipt. That is the final internal administrative decision of the Company.

4. Who handles it

A dedicated Client Grievance Redressal Desk, overseen by the Sales Head and the Documentation Head, evaluates and resolves complaints under this policy. Its responsibilities are to take client grievances seriously and understand the root cause, to adhere to the principles of natural justice and fair review when examining service logs and communication records, to provide active resolution including file reassignment, process rectification or fee adjustment where applicable, to give you transparent feedback on the action taken, and to keep to the timelines above.

The escalation structure is:

• Stage 1 — Client Support Desk, handled by your Sales Consultant. info@flamingoesmigration.com
• Stage 2 — Grievance Officer (Sales), being the Sales Head and Documentation Head. grievance@flamingoesmigration.com
• Stage 3 — Managing Director, as appellate authority.

5. Complaints about your personal data

If your complaint concerns how we have collected, used, stored or shared your personal data, it is handled as a grievance under the Digital Personal Data Protection Act, 2023, and under our Data Protection and Privacy Policy.

• Email: info@flamingoesmigration.com
• Expected resolution timeline: within 30 days of receipt

If you are not satisfied with our response, you have the right to escalate to the Data Protection Board of India. That right exists independently of anything on this page and is not affected by having complained to us first.

6. Complaints about a refund

Refund requests and refund escalations go to the Finance Desk at finance@flamingoesmigration.com, with proof of payment and supporting documents, as set out in the Refund and Cancellation Policy. Eligibility, fault assessment and the amount of any refund are decided under that policy.

If your complaint is that a refund has been wrongly refused or wrongly calculated, raise it through this Grievance Redressal Policy rather than by resubmitting the refund request.

7. Records and confidentiality

The Sales Head maintains complete records of client grievances, including the written submission and supporting documents, the case history and communication logs, and the Desk's findings, resolutions and corrective actions.

All records, personal information and documents associated with client grievances are strictly confidential and protected under our Data Protection and Privacy Policy. Disclosure occurs only where required by legal obligation or court order.

8. If we cannot resolve it between us

Separately from this procedure, the dispute resolution provisions of your Client Agreement apply: the Client shall first address the grievance to the Company's Legal Department, and any legal proceedings shall be subject to the exclusive jurisdiction of the Courts in Thrissur, Kerala, under the laws of India.

Nothing in this procedure limits any statutory right you have under applicable consumer protection law.

9. Amendment

The Company reserves the right to amend or update this policy as it deems fit. The version and effective date of the policy in force are shown on this page.

10. Contact

Flamingoes Migration Consultants Pvt. Ltd.

Grievances and general enquiries: info@flamingoesmigration.com

Formal grievance escalation: grievance@flamingoesmigration.com

Refunds: finance@flamingoesmigration.com

Client Support Desk: +91 81297 77499