1. Introduction

At Verylocals LTD, we are committed to providing the highest level of service and satisfaction to our customers. We recognize that, on occasion, issues may arise that require attention and resolution. This Complaints Procedure outlines our commitment to addressing customer concerns promptly and effectively.

2. Submission of Complaints

Customers can submit complaints to Verylocals LTD through the following channels:

• Email: complaints@verylocals.com
• Phone: Customer Service Hotline – [+919154079094, + 44 7926 688272]
• In Writing: Address – [29-4-12/1, Kodandaramireddy Street, Governorpet, Vijayawada 520002 A.P. India]
• In Writing: Address – [160, City Road, London, EC1V 2NX]

3. Acknowledgment of Complaints

Upon receiving a complaint, Verylocals LTD will promptly acknowledge receipt, typically within 3 – 5 business days. The acknowledgment will include:

• A reference number for the complaint.
• An estimated timeline for resolution.
• Contact information for the designated complaint handler.

4. Investigation and Resolution

Our dedicated complaints team will thoroughly investigate the issue raised and work towards a resolution. This may involve:

• Gathering relevant information and documentation.
• Liaising with relevant departments or teams.
• Communicating with the customer for additional details, if necessary.

5. Communication

Throughout the investigation and resolution process, we will maintain open and transparent communication with the customer. This includes providing regular updates on the progress of the investigation and any expected timelines for resolution.

6. Resolution

Upon concluding the investigation, we will communicate the resolution to the customer, which may include:

• An explanation of the findings.
• Any actions taken to address the issue.
• Appropriate compensation or remedies, if applicable.

7. Customer Feedback

We value customer feedback and encourage customers to provide their thoughts on the resolution process. Feedback can be submitted via the same channels used for complaints.

8. Escalation

If a customer is dissatisfied with the resolution provided, they have the option to escalate their complaint. Escalated complaints will be reviewed by a higher-level authority within Verylocals LTD to ensure a fair and thorough evaluation.

9. Documentation and Records

All complaints and their resolutions will be documented and securely maintained for reference and continuous improvement purposes.

10. Continuous Improvement

Verylocals LTD is committed to continuous improvement of its services and processes. Customer complaints are considered valuable sources of feedback and are analyzed to identify areas for enhancement.

11. Data Privacy

We are committed to protecting customer data privacy and will handle all complaints and related information in accordance with our privacy policy and applicable data protection regulations.

12. Review and Revision

This Complaints Procedure will be periodically reviewed and revised to ensure its effectiveness and relevance.

We appreciate your trust in Verylocals LTD. Should you have any concerns or complaints, please do not hesitate to reach out to us through the provided channels. Your feedback is essential in helping us improve our services and ensure your satisfaction.