Complaint Policy

COMPLAINTS POLICY

Purpose

Fexmy seeks to maintain and enhance the company’s reputation by providing our consumers high-quality products and services. The company views feedback as
(including complaints and compliments) from its consumers as an opportunity to learn and improve for the future, and is committed to being responsive to the needs and concerns of consumers or potential consumers and to resolve their complaints as quickly as possible in an amicable manner. This policy has been designed to provide guidance on the manner in which we receive and manage feedback from consumers. We are committed to being
consistent, fair, and impartial when handling a consumer complaint.

Objective

• To make consumers aware of our complaint registration and handling processes ·To ensure that the concerned staff within the organization understand us
  complaints handling process ·To ensure that any complaint on our product and service is investigated impartially with a balanced view of all information or evidence
  ·To take reasonable steps to actively protect consumer’s personal information

How can consumers reach us?

• By dialing our customer care numbers mentioned on each pack (+91 9709896777), ·By completing a feedback form on our website – www.fexmy.com
  ·By writing to: Executive, Customer Care Cell, Fexmy Food Manufacturing Industries Pvt. Ltd.
  Madhapur, Near Image Hospital, Madhapur, K. V. Rangareddy, Hyderabad, Telangana-500081
  ·By emailing us at feedback@fexmy.com

What does the consumer provide as input while registering the feedback? 

The consumer shall clearly state the issue and/or answer questions asked to help us.  obtain all the information required to analyze the complaint. We may contact the
consumer to clarify details or request additional information wherever necessary. To help us investigate the complaint quickly and efficiently, we may ask for the
following (minimum) information:

Consumer’s name and contact details
·The nature of the complaint (in detail)
·All photographic evidence available
·The defective sample (with the pack wrapper) is to be retained in an airtight
container until our representative retrieves the same from the consumer.
· All documentation that the consumer possesses that supports his or her
complaint.

Note: We shall record his or her personal information solely for the purposes of
addressing the complaint. All personal details shall be actively protected from
disclosure, unless he or she expressly consents to its disclosure.

Our complaint handling process

• We register and acknowledge

We shall record every communication with the consumer for a continuous process.
improvement through regular reviews.

• We review

If the consumer wants to know the update on his or her complaint, he or she may quote the
complaint reference number and write to us at feedback@fexmy.com or call us. on our toll-free
numbers mentioned above.

5) We investigate and close

With the information provided by the consumer, we investigate and work towards its closure.

6) We improve

Where appropriate, we amend our business practices or policies. As part of our ongoing

improvement plan, complaints shall be monitored by our management to
identify trends, if any, and for rectification or remedial action to be taken to mitigate
any identified issues.